Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It

A detailed examination of a new concept in customer centricity, this book explores customer perception of quality and how to measure it. The author introduces a ground-breaking model for quantifying the impact that poor perception of quality has on the bottom line. It helps readers understand the importance of customer perception, how they may be misunderstanding this vital component, and how they can look at data collected from a variety of sources - surveys, customer conversations with sales representatives, etc. - and glean a clear understanding of their customers' perception, and the insight necessary to improve it.

About the Author

Baboo Kureemun is a seasoned hands-on project management practitioner, with over 18 years of experience strategizing, planning, and executing business-critical initiatives in multiple industries across different cultures. He is presently employed by the Children, Youth and Social Services I&IT Cluster of the government of Ontario, Canada.

Robert Fantina specializes in business process analysis, and has served in that role as a consultant and employee in several Fortune 500 companies in the United States and Canada. He is currently employed by Research in Motion (RIM) in Canada.