Customer satisfaction can make or break a company in today's market. Competition is fierce. Companies fight to attract new customers and retain the old. Service is the product and knowledge is the resource. What is the critical factor in success or failure? Quality. The company that provides the highest quality will succeed. In the past, American manufacturers have attempted to improve quality by tuning processes that develop products. The focus was determined by the manufacturer. In today's competitive market, the focus has shifted. To satisfy customers and give them the quality the desire you will need to ask customers what they want and then tune processes to generate these results. The shift is from manufacturer-driven process improvement to customer-driven process improvement. In this series, you will explore ways to meet customer demands for quality through process improvements. Goals are determined by customer input, and improvement techniques focus on service products and services. The manager's role in implementing process changes is also presented.