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25RAS




Products & Services R and AS Conferences 2008 Sept 2008: Quality Excellence Conference

Sept 2008 GBC Presentation: The Critical Link Between Quality Excellence and Customer Satisfaction

ID: GBC-Q32008NOR


Pages/Slides: 29


Published: Pre-2014


Delivery Format: PDF


 

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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • PRESENTER INFO
Nortel shared important points on how to connect quality initiatives to customer satisfaction by "planning the business and managing by it." Nortel has changed its processes for assessing customer satisfaction to align it directly to the company’s top business indicators, ensuring the company improves what is important to the customer and to the bottom line as shown in "The Critical Link Between Quality Excellence and Customer Satisfaction."

Industries Profiled:
Telecommunications


Companies Profiled:
Nortel Networks

Ellen Bovarnick
Vice President, Lean Six Sigma & Global Quality

Nortel