Author： Cottrell Susan J.R.
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.4, Iss.4, 1994-04, pp. : 17-19
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Abstract
Describes how Milliken embarked on its pursuit of excellence in customer satisfaction. Its main means of doing this is by an annual customer survey carried out by an independent firm of consultants. Outlines the lessons learned since these surveys were started in 1985. This includes the importance both of internal customer-supplier relationships and of relationships with external suppliers.
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