It has long been recognized that businesses survive when they create and deliver solutions at a profit that customers desire and will pay for by means of voluntary exchange. Business success is ultimately in the hands of consumers. In this sense, the customer is king. The choices made by customers decide which businesses will succeed and which will fail, and so much more in terms of the efficient allocation of resources in a free-market society.
Peter Drucker famously identified this notion as a broader business philosophy he referred to as The Marketing Concept.
Then along came the TQM gurus. Read more