- Hardcover: 424 pages
- Publisher: Macmillan Publishers New Zealand (1 Oct 1994)
- Language English
- ISBN-10: 0029110459
- ISBN-13: 978-0029110454
- Product Dimensions: 24.4 x 16.5 x 3.6 cm
- Average Customer Review: 5.0 out of 5 stars See all reviews (2 customer reviews)
- Amazon Bestsellers Rank: 823,394 in Books (See Top 100 in Books)
- See Complete Table of Contents
Managing Customer Value
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More About the Author
Product Description
Product Description
Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards" according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management" Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
--This text refers to the
Paperback
edition.
About the Author
Bradley T. Gale is president of Market Driven Quality Inc. He served as Overseer for the Malcolm Baldrige National Quality Award during its first three years of existence, and currently is on the Steering Committee for the Conference Board's Total Quality Management Center. Gale is coauthor with Robert D. Buzzell of The PIMS Principles (Free Press, 1987), which has been translated into four languages.
--This text refers to the
Paperback
edition.
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Customer Reviews
Most Helpful Customer Reviews
2 of 2 people found the following review helpful
Format:Hardcover
This book cuts to the fundamentals of understanding what the customer specifically values in your product and service delivery. Lots of case studies; it explains the relatively simple techniques very well, the barriers may well be organisational.
Format:Hardcover
Customer is the king and to serve the customer and to provide them best even better services is like religion. This book is a complete guidance for marketers and customer concious businessman.
Marketers in developing countries like Pakistanis can learn much from this book and can enhance their services.
Marketers in developing countries like Pakistanis can learn much from this book and can enhance their services.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
6 reviews
13 of 14 people found the following review helpful
Practical and Useful
28 May 2000
Format:Hardcover
This book has much to recommend it - readable yet with somewhat of a quantitative approach to finding better ways to deliver value to customers.
Its' real worth is that it takes a view that requires the inclusion of the needs of the customer in the process of strategy development.
Too many books describe a process to improve the product or the supply chain without asking the most critical question - will anyone actually pay us for making these changes ?
If it has a (slight) shortfall, the book does not apply the same detail to integrating the needs of the customer to the decision making process. However, this is overcome by the sound way in which Gale seeks to assist us in finding ways to drive value for the customer.
Worth the investment - it does require some effort to read, but most worthwhile books are like that.
2 of 2 people found the following review helpful
Still highly relevant today
11 Mar 2005
Format:Hardcover
Managing Customer Value presents a simple yet powerful method to determine where your product falls relative to the competition with respect to quality and value. This exercise alone will most likely be an eye opener for any business. The book then provides the necessary steps that must be taken to shift the location of a product on the quality/value curve. Managing Customer Value is still highly relevant and best of all it is not that difficult to put into practice.
4 of 5 people found the following review helpful
If you need tools...
23 Jun 2002
Format:Hardcover
Dr. Bradley Gale is one of the world's leading authorities on the process of Value Mapping. Value Mapping is the technique of turning customer feedback from customers into powerful management tools that point the way to improve profits. Value Mapping is an excellent approach for industrial marketers to include in their arsenal of analytical tools. This book is filled with examples and framework templates that show you how to do it. The key for those of us in industrial marketing is getting the customer data. It's usually more difficult in industry, and there is often low or no funding available for market research. Once your company decides to stop "flying blind" this book can be exceedingly valuable as a handbook that covers to do with the information.
Prentis Hall
President
The Industrial Marketing Practice Association...
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