Why Customer Focus Strategies Often Fail

Richard C. Whiteley (Vice‐Chairman of The Forum Corporation, an international consulting, training, and research firm based in Boston)

Journal of Business Strategy

ISSN: 0275-6668

Publication date: 1 May 1991


The author details nine pitfalls that sabotage efforts to execute a quality improvement strategy and insists that management must take a more active role in promoting the importance of customer‐focused quality.


Whiteley, R.C. (1991), "Why Customer Focus Strategies Often Fail", Journal of Business Strategy, Vol. 12 No. 5, pp. 34-37. https://doi.org/10.1108/eb039441




Copyright © 1991, MCB UP Limited

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