Empathy : If Quality Matters Why Doesn't the Customer?

This book has been written to highlight, the importance of total quality management in bringing real transformations to the world of business and commerce.

It can be said that quality matters and throughout the years several studies have attempted to demonstrate the tangible benefits of quality management and also to prove that quality is not a fad but rather is a science that can be taught, applied, enhanced and maintained.

The question on the value of quality management has been answered empirically and scientifically speaking and in view of the fact that the final impact of quality management has eroded, not in terms of whether quality works or not and whether it delivers the intended outcomes.

It is rather the case that the life-cycle of growth and development of quality thinking and its growth in terms of uptake has meant that its final value has decreased vis a vie the customer.

This manuscript therefore seeks to take the quality debate well into the 21st century by highlighting the importance of the inspired customer.