'Quality Training Videos'
Customer-Driven Quality with Richard C. Whiteley
Richard C. Whiteley argues that the final customers who ultimately accept or reject your products or services do not determine quality. Instead, customers all along the value chain determine what quality is. In this video-based training program, Whiteley shows viewers:
- How to identify areas needing improvement
- Opportunities to maximize performance by minimizing waste
- A blueprint for instituting customer driven quality as an organization-wide operating strategy.
Using case study examples and interviews with top management, line personnel and customers of successful companies, Whitely demonstrates how to build the internal commitment that is crucial to a successful quality program.
He also shows that the ability to hear the voice of the customer is the first step toward change and growth.
Featured corporate exemplars include:
- Saturn Corporation
- Pepsi Cola
- British Airways
- MBNA America
- David Weekly Homes.
A 60-minute "Short Cut" version is available. The Full Version is 97 min. Includes Senior Manager's Guide, Participant's Manual and Facilitator's Handbook.
Rent DVD Full Version for 5 days for $375.00 
Rent DVD Short Version for 5 days/$195.00
Purchase DVD Short Cut Version for $695.00
Purchase DVD Full Version for $995.00
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