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Business


Clive Shearer
Management
by Design
By Clive Shearer
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March 13, 1996

DELIVERING THE GOODS

BY CLIVE SHEARER
Special to the Journal

Do you produce quality work? Does quality result in client satisfaction? If so, then why are all your clients, not always satisfied? If, on the other hand, quality is in the eye of the beholder, how can we ever achieve consistent satisfaction? Perhaps the answer lies in how services are conceived, planned, processed, communicated and delivered.


 
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