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Contributors Index
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John A. Goodman is the President of e−Satisfy.
Goodman received an MBA from Harvard Graduate School of Business Administration.
In 1972, Goodman became a founding member of TARP, a research and consulting organisation specialising in customer service and quality improvement.
Goodman has managed more than 600 separate customer service studies, including TARP’s
White House sponsored evaluation of complaint handling practices in government
and business.
He teaches courses on quality measurement and improvement for Wharton
Business School and the American Society for Quality Control.
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