Patton, Fred (1999, ASQ) Abernathy & Associates, Memphis, TN
[This abstract is based on the author's abstract.] Quality management is not an isolated discipline. It is a management philosophy that includes behavioral performance management. Behavioral management is the foundation for understanding the entire work process. Understanding the value chain that ultimately delivers a high quality and highly competitive product or service to the customer is the object of this approach. Managers that lack behaviorally and scientifically oriented performance management skills in their toolbox cannot optimize the entire process. A competitive advantage is achieved when value-added behaviors and features are added to a product or service that exceed not only the customer's expectations but also exceed the performance of competitors. Trust and a commitment to continuous improvement lead to long-term profitability.
Customer satisfaction (CS),Customer expectation,Continuous improvement (CI),Behavior modification,Human relations,Value-added