Are Organizations Doing Enough to Improve Customer Satisfaction
http://www.stcsig.org/usability/newsletter/0010-doingenough.html

Dick, David J. and Shelby Rosiak
Usability Interface
2000

Abstract:

Time-to-market pressure can diminish product testing time and quality. The results are product recalls, shoddy merchandise, and apologies by CEOs about poor quality. The consequence is the loss of consumer confidence. Don’t these companies realise that there’s no compromise on quality? I’m sure that these companies are ISO 9000 certified or have a Total Quality Management (TQM) program, so what is the problem? Perhaps the problem is not with ISO 9000 or TQM but with the way it is used.