Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed

Last updated Jul 3, 2016

Many organizations have found it difficult to transfer the Voice of the Customer methods and technologies developed for manufacturing quality and apply them to knowledge and service work. This how-to guide makes it easier! Lawton challenges the traditional thinking about quality and service and provides approaches for integrating the two into a plan that works. Covers successfully applying formal quality management methods–from Taguchi, Deming, and others–to the service enterprise.

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2 Comments

Kristin Arnold says 8 years ago

3 of 3 people found the following review helpful

What do your customers want? Rob tells you how to find out!, January 31, 2000

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Kristin Arnold (Fairfax, VA) –

This review is from: Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed (Hardcover)

Not all customers are created equal. Some are indeed the end user, others broker or “fix” your product or service on behalf of the end user. Where does your company focus it’s energies? And does your company really focus on what the end customer wants? And are you really measuring what the end customer truly cares about (versus what you, the producer cares about)? Read this illuminating book that gives you the secrets to Creating a Customer-Centered Culture within your organization. I have found Rob Lawton’s model extremely useful for manufacturing as well as service organizations. I highly recommend it!

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Quentin Wilson says 8 years ago

5 of 5 people found the following review helpful

A “Must Read” and “Must Act Upon”, April 8, 2000

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Quentin Wilson (Jefferson City, Missouri) –

This review is from: Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed (Hardcover)

With the vast array of performance improvement and customer focus books on the market, readers need to be somewhat selective about what they read. This book should definitely be on any manager’s list. The tools described in the book apply to any type of organization, public or private, and at any level of the organization. At the Missouri Department of Revenue, we’ve used Robin Lawton’s customer-centered culture approach as a touchstone for many successful Performance Excellence Teams.
The only thing worse for a results-oriented leader than not reading this book would be to read it and not put it into action. Unlike so many performance improvement books, the clear guidance is more than matched by the clarity and simplicity of the steps to implementation.

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