Choose Index below for a list of all words and phrases defined in this glossary.
Moment of Truth - A term coined by Jan Carlzon, former head of Scandinavian Airlines, meaning any instance in which a customer can form an opinion, whether positive or negative, about the organisation.
[Category=Data Quality ]
Source: Larry English, http://www.iaidq.com/main/glossary.shtml , 03-Feb-2009 13:37
Data Quality Glossary. A free resource from GRC Data Intelligence. For comments, questions or feedback: dqglossary@grcdi.nl