Customer focus (C index)
Marketing & Sales1 sample item
About this scale
Through a detailed analysis of the literature, twelve constructs of integrated quality management strategies were identified: top management commitment, customer focus, supplier quality management, design quality management, benchmarking, SPC usage, internal quality information usage, employee empowerment, employee involvement, employee training, product quality, and supplier performance. Using a survey of 371 manufacturing firms, the constructs were then
Sample item(s)
“Manufacturing managers are aware of the results of customer satisfaction surveys.”
Notes
Index context: C.
Source & citation
Ahire et al. (1996): Development and Validation of TQM Implementation Constructs. Decision Sciences, Vol. 27, No. 1, pp. 23-56.
Source & licence. This scale entry is compiled from the Wikibooks Handbook of Management Scales, used under the CC BY-SA 3.0 licence. Always consult the original publication (cited above) for the complete item set and permission to use.
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