Includes bibliographical references (p. 185-186) and index.

Why perception of quality needs your active attention -- The neglected frontier of quality in today's qualitysphere -- Why customer perception of quality is so important -- Demonstrating the return on investment in customer perception of quality -- Taking clinical actions that yield tangible results -- Garnering support and gaining endorsement -- A framework to derive the right investments -- Managing a journey of continuous improvement -- Harvesting the rewards and continuing the journey -- Metrics that prove the worth of the initiatives -- Delivering a capability to sustain a customer perception of quality function -- Common hurdles that plague customer perception of quality initiatives -- Letter to a new champion of customer perception of quality from the authors.