Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, this book introduces a ground-breaking model for measuring the impact of quality perception on your bottom line. Allowing you to look at quality from an outside-in, truly customer-centric perspective, the authors pave a concrete connection between enhanced customer perception and increased profitability. The book introduces cutting-edge concepts in customer-centric quality-explaining exactly how to identify, plan, cost justify, manage, and deliver consistent improvements to the factors that matter most to your customers.