Kaizen Strategies for Customer Care
How to Create a Powerful Customer Care Program-and Make it Work

By Patricia Wellington
ISBN: 0-273-61472-X
240 p. $24.95 Cloth

This book gives you a proven framework to implement a customer-focused strategy using the nine basic principles of Kaizen (meaning never-ending improvement). It includes case studies from successful companies such as Unipart and Cannon who have already discovered how successful Kaizen customer care can be when married to traditional Western strategies. Steve Norman of Cannon comments, "At last a book to show you in very practical terms what real changes you have to make to become truly customer-focused."

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