Quality Progress - Publications - ASQ
February 2003
 CUSTOMER SATISFACTION
- Boost Stock Performance, Nation's Economy (PDF, 267 KB)
Stocks of firms with high American Customer Satisfaction Index scores do better than those of firms with low scores.
CLAES FORNELL, professor of business administration and director of National Quality Research Center, University of Michigan Business School; chairman, CFI Group, Ann Arbor, MI
- The Loyalty Elephant (PDF, 153 KB)
* FREE ARTICLE *
A four-phase model explains the major relationships leading to customer loyalty.
STEVE HOISINGTON, vice president of quality, controls business, Johnson Controls Inc., Milwaukee
EARL NAUMANN, president, Naumann & Associates, McCall, ID
- Six Steps to Integrating Complaint Data Into QA Decisions (PDF, 86 KB)
* FREE ARTICLE *
A thorough understanding of consumer behavior can help show where and how to allocate quality resources.
JOHN A. GOODMAN, president, TARP, Arlington, VA
STEVE NEWMAN, director of research, TARP
AUTOMOTIVE QUALITY
- Roadblocks to Quality (PDF, 161 KB)
Many managers don't understand quality tools or the history of quality in the industry.
RODERICK A. MUNRO, business improvement coach, speaker and author, Northport, MI
WORLD VIEW
- Hungary's Journey to Business Excellence (PDF, 609 KB)
Dramatic improvements in quality at four successful companies required a complete transformation to participative decision making.
PÁL MOLNÁR, department head, Central Food Research Institute, Budapest, Hungary; president, Hungarian National Committee for the European Organization for Quality
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