Scalise, Gary D. (1999, ASQ) Professional Quality Systems, Asheville, NC
Factors are examined affecting supplier partnerships and its relationship to the loyal customer. The United States is rapidly becoming a service-oriented country, rather than the great manufacturing machine it once was. Foreign competitors have in many cases surpassed their American counterparts, not just in cost, but in product quality and reliability. Many company managers are responding to the challenge by placing focus on their customers, eliminating non-value-added work and pursuing continuous improvement. Customers today demand more than satisfaction, they expect a reliable and long-term commitment. Customer loyalty factors are examined, and a model is presented with five strategic phases that must be understood to achieve a lasting supplier partnership. Customer loyalty, more than any other factor, including financial assets and political prowess, guarantees long-term business success.
Customer loyalty,Business results,Continuous improvement (CI),Customer expectation