Page 73 - The Handbook for Quality Management a Complete Guide to Operational Excellence
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60 B u s i n e s s - I n t e g r a t e d Q u a l i t y S y s t e m s C u s t o m e r - F o c u s e d O r g a n i z a t i o n s 61
Figure 4.1 Evolving views of quality’s role in the company (Kotler, 1991 by permission).
Customers
Front-line people
Middle management
Top
management
Customers
Customers
Figure 4.2 The customer-focused organization chart (Kotler, 1991 by permission).
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