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Issue 2/1998
Receive the German-language trade journal "MQ Management & Qualität", issue 2/1998, as a PDF download with the following table of contents:
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
Category: Single issues
