Kaizen offers something new to all organizations and to the people in and around those organizations. It is a philosophy and framework that encourages you to continuously set higher standards of performance and to achieve new goals in terms of customer satisfaction, sales, and, ultimately, profit.
Using the nine basic principles, businesswoman and customer care specialist Patricia Wellington gives managers a proven framework for creating and implementing a customer-focused strategy that responds to today's ever-changing business conditions. This book includes case histories of companies like Unipart and Cannon who have already discovered how successful Kaizen customer care can be when joined with traditional customer service strategies.
