Issue 2/1998

Topic of the month

Why is customer satisfaction so important?
Fredy Lötscher

Customer orientation in practice: a sobering balance sheet
Christian Homburg, Harald Werner

Self-assessment

Self-evaluation in a Ticino vocational school according to the EFQM model
Giorgio Baranzini, Alberto Gandolfi

Strategy & Organization

How do I lead a company to success through customer satisfaction?
Urs-Peter Lehmann

How do SMEs consistently implement market-oriented change processes?
Josef Berger, Michael J. Waltert

Core processes

Service quality through customer obsession
Adrian F. Menz

Implementation

The most important people in the company are those who have direct contact with customers
Regula Heinzelmann

Targeted customer orientation
Hans H. Hinterhuber, Franz Bailom, Dieter Tschemernjak

Magazine

SAQ Events

SAQ Annual Conference

SAQ courses and seminars

Congress Hotels

SAQ: Alliance Partner

SAQ Publications

Advertorial

Your partner for quality

Current

Editorial

Dossier: Pack it '98

Retrieved

Books

The green side

Preview

Advertiser Directory

Imprint