Quality In Service

Books

Process Improvement Using Six Sigma - Shankar, Rama (2009)
Statistical Quality Control for the Six Sigma Green Belt - Bhisham C. Gupta and H. Fred Walker (2007)
Testing 1 - 2 - 3: Experimental Design with Applications in Marketing and Service Operations - Johannes Ledolter and Arthur J. Swersey (2007)
The Manager?s Handbook for Virtual Teams - Carolyn Soles and Steven Zeisler (2005)
Process Improvement Using Six Sigma - Rama Shankar (07-Jan-09)
ISO Lesson Guide 2008 - Russell, J.P.; Arter, Dennis (03-Dec-08)
Executive Focus - Duffy, Grace; Moran, John W. (17-Nov-08)
Executive Focus - Duffy, Grace; Moran, John W. (06-Nov-08)
ACSI 4th Quarter 2007 - Finance, Insurance, and E-Commerce - National Quality Resource Center at the University of Michigan (22-Aug-08)
The Making of a World-Class Organization - E. David Spong and Debbie J. Collard (28-Jul-08)
The Making of a World-Class Organization - E. David Spong and Debbie J. Collard (28-Jul-08)
Human Sigma - Fleming, John H., Asplund, Jim (25-Jul-08)
Measuring Customer Satisfaction and Loyalty, Third Edition - Hayes, Bob E. (18-Jul-08)
Measuring Customer Satisfaction and Loyalty, Third Edition - Hayes, Bob E. (08-Jul-08)
Common Sense Project Management - Turk, Wayne (30-Apr-08)
Common Sense Project Management - Turk, Wayne (30-Apr-08)
Mapping Work Processes, Second Edition - Bj?rn Andersen, Tom Fagerhaug, Bj?rnar Henriksen, and Lars E. Ons?yen (22-Apr-08)
Mapping Work Processes, Second Edition - Bj?rn Andersen, Tom Fagerhaug, Bj?rnar Henriksen, and Lars E. Ons?yen (22-Apr-08)
The Certified Six Sigma Green Belt Handbook - Roderick A. Munro, Matthew J. Maio, Mohamed B. Nawaz, Govindarajan Ramu, and Daniel J. Zrymiak (02-Jan-08)
The Certified Six Sigma Green Belt Handbook - Roderick A. Munro, Matthew J. Maio, Mohamed B. Nawaz, Govindarajan Ramu, and Daniel J. Zrymiak (02-Jan-08)
2007 Quality Progress Salary Survey - ASQ (06-Dec-07)
The Satisfied Customer - Fornell, Claes (16-Nov-07)
Lean for Service Organizations and Offices - Sarkar, Debashis (11-Oct-07)
Lean for Service Organizations and Offices - Sarkar, Debashis (11-Oct-07)
The Transformation Fieldbook - Stephen K. Hacker; Bertrand Jouslin de Noray (08-Oct-07)
The Baldrige Criteria for Public Organizations - Juha Vaso, Kari Tuominen (04-Oct-07)
The Certified Quality Process Analyst Handbook - Eldon H. Christensen, Kathleen M. Coombes-Betz, and Marilyn S. Stein (02-May-07)
The Certified Quality Process Analyst Handbook - Eldon H. Christensen, Kathleen M. Coombes-Betz, and Marilyn S. Stein (02-May-07)
Project Portfolio Selection for Six Sigma - Mawby, William D. (18-Apr-07)
Project Portfolio Selection for Six Sigma - Mawby, William D. (18-Apr-07)
Leading Peak Performance: Lessons from the Wild Dogs of Africa - Stephen Hacker and Marvin Washington (10-Apr-07)
Leading Peak Performance: Lessons from the Wild Dogs of Africa - Stephen Hacker and Marvin Washington (10-Apr-07)
Statistical Quality Control for the Six Sigma Green Belt - Bhisham C. Gupta and H. Fred Walker (05-Apr-07)
Insights to Performance Excellence 2007 - Blazey, Mark L. (29-Mar-07)
The Internal Auditing Pocket Guide - Russell, J.P. (08-Mar-07)
The Internal Auditing Pocket Guide - Russell, J.P. (08-Mar-07)
The Executive Guide to Understanding and Implementing Lean Six Sigma - Robert M. Meisel, Steven J. Babb, Steven F. Marsh, & James P. Schlichting (14-Feb-07)
The Executive Guide to Understanding and Implementing Lean Six Sigma - Robert M. Meisel, Steven J. Babb, Steven F. Marsh, & James P. Schlichting (14-Feb-07)
Six Sigma Distribution Modeling - Sleeper, Andrew (17-Jan-07)
Baldrige Award Winning Quality - 16th Edition - Mark Graham Brown (15-Dec-06)
2006 Quality Progress Salary Survey - ASQ (08-Dec-06)
Applying the Science of Six Sigma to the Art of Sales and Marketing - Michael J. Pestorius (06-Nov-06)
Applying the Science of Six Sigma to the Art of Sales and Marketing - Michael J. Pestorius (06-Nov-06)
ACSI 4th Quarter 2005 - Finance/E-Commerce - National Quality Resource Center at the University of Michigan (30-Oct-06)
ACSI 4th Quarter 2005 - Retail - National Quality Resource Center at the University of Michigan (30-Oct-06)
Six Sigma for Financial Services - Rowland Hayler and Michael Nichols (27-Oct-06)
Leading Innovation - Jeff DeGraff and Shawn Quinn (12-Oct-06)
Six Sigma for Business Excellence - Przekop, Penelope (12-Oct-06)
Managing the Customer Experience - Wilburn, Morris (12-Oct-06)
Managing the Customer Experience - Wilburn, Morris (12-Oct-06)
Seeing David in the Stone - James B. Swartz and Joseph E. Swartz (11-Oct-06)
Resource Management - Harrington, H. James (29-Sep-06)
Knowledge Management Excellence - H. James Harrington and Frank Voehl (29-Sep-06)
Project Management Excellence - H. James Harrington and Thomas McNellis (29-Sep-06)
Change Management Excellence - Harrington, H. James (29-Sep-06)
Process Management Excellence - Harrington, H. James (28-Sep-06)
ISO 9001 & Sarbanes-Oxley - Stimson, William A. (28-Sep-06)
WordSuccess - Pete Geissler (08-Sep-06)
WordSuccess - Pete Geissler (08-Sep-06)
Effective Implementation of ISO 14001 - Block, Marilyn R. (28-Aug-06)
Effective Implementation of ISO 14001 - Block, Marilyn R. (28-Aug-06)
Benchmarking - Robert C. Camp (23-Aug-06)
Managing Contract Quality Requirements - Pennella, C. Robert (17-Jul-06)
Managing Contract Quality Requirements - Pennella, C. Robert (17-Jul-06)
ACSI 1st Quarter 2005 - Transportation, Health Care, Accommodation & Food Service - National Quality Resource Center at the University of Michigan (25-May-06)
ACSI 1st Quarter 2005 - Utilities - National Quality Resource Center at the University of Michigan (25-May-06)
ACSI 2nd Quarter 2005 - Durables - National Quality Resource Center at the University of Michigan (25-May-06)
Master of All You Survey - Chaudron, David (17-May-06)
Process Mapping, Process Improvement, and Process Management - Madison, Dan (05-May-06)
Root Cause Analysis - Bj?rn Andersen; Fagerhaug, Tom (24-Mar-06)
Root Cause Analysis - Bj?rn Andersen; Fagerhaug, Tom (24-Mar-06)
The Quality Improvement Handbook, Second Edition - ASQ Quality Management Division; John E. Bauer, Grace L. Duffy, Russell T. Westcott, editors (07-Mar-06)
The Quality Improvement Handbook, Second Edition - ASQ Quality Management Division; John E. Bauer, Grace L. Duffy, Russell T. Westcott, editors (07-Mar-06)
The Pocket Guide to the Baldrige Award Criteria, 12th Edition - Mark Graham Brown (06-Feb-06)
Baldrige Award Winning Quality - 15th Edition - Mark Graham Brown (06-Feb-06)
Insights to Performance Excellence 2006 - Blazey, Mark L. (17-Jan-06)
Avoiding the Corporate Death Spiral - Stocker, Gregg (03-Jan-06)
Avoiding the Corporate Death Spiral - Stocker, Gregg (03-Jan-06)
The Magic of Self-Directed Work Teams - Palmes, Paul C. (30-Nov-05)
The Magic of Self-Directed Work Teams - Palmes, Paul C. (30-Nov-05)
Competing for Customers and Winning with Value - R. Eric Reidenbach and Reginald W. Goeke (16-Nov-05)
Competing for Customers and Winning with Value - R. Eric Reidenbach and Reginald W. Goeke (16-Nov-05)
Creating a Lean Culture - Mann, David (23-Sep-05)
Managing Service Delivery Processes - Harvey, Jean (22-Sep-05)
Managing Service Delivery Processes - Harvey, Jean (22-Sep-05)
Everyday Excellence - Shearer, Clive (19-Aug-05)
Everyday Excellence - Shearer, Clive (19-Aug-05)
Transactional Six Sigma for Green Belts - Windsor, Samuel E. (11-Aug-05)
Transactional Six Sigma for Green Belts - Windsor, Samuel E. (11-Aug-05)
5S for Service Organizations and Offices - Sarkar, Debashis (08-Aug-05)
5S for Service Organizations and Offices - Sarkar, Debashis (08-Aug-05)
Leadership For Results - Barker, Tom (01-Aug-05)
Leadership For Results - Barker, Tom (01-Aug-05)
The Team Effectiveness Survey Workbook - Robert W. Bauer and Sandra S. Bauer (11-Jul-05)
The Team Effectiveness Survey Workbook - Robert W. Bauer and Sandra S. Bauer (11-Jul-05)
Actionable Performance Measurement - Howell, Marvin T. (28-Jun-05)
Actionable Performance Measurement - Howell, Marvin T. (28-Jun-05)
SPC for Right-Brain Thinkers - Lon Roberts (29-Apr-05)
SPC for Right-Brain Thinkers - Lon Roberts (29-Apr-05)
Quality Makes Money - Pat Townsend and Joan Gebhardt (15-Apr-05)
Quality Makes Money - Pat Townsend and Joan Gebhardt (15-Apr-05)
Value-Driven Channel Strategy - R. Eric Reidenbach and Reginald W. Goeke (15-Apr-05)
Value-Driven Channel Strategy - R. Eric Reidenbach and Reginald W. Goeke (15-Apr-05)
Creativity, Innovation, and Quality - Plsek, Paul E. (04-Apr-05)
Business Performance through Lean Six Sigma - James T. Schutta (15-Mar-05)
Business Performance through Lean Six Sigma - James T. Schutta (15-Mar-05)
Inside Knowledge - David Fearon & Steven A. Cavaleri (07-Mar-05)
Inside Knowledge - David Fearon & Steven A. Cavaleri (07-Mar-05)
Six Sigma for the Next Millennium - Pries, Kim H. (02-Mar-05)
Six Sigma for the Next Millennium - Pries, Kim H. (02-Mar-05)
The Quality Toolbox, Second Edition - Tague, Nancy R. (25-Feb-05)
The Quality Toolbox, Second Edition - Tague, Nancy R. (25-Feb-05)
ACSI 10-Year Report Analysis (1994 - 2004) - National Quality Resource Center at the University of Michigan (01-Jan-05)
Design for Six Sigma as Strategic Experimentation - Cook, H.E. (04-Nov-04)
Design for Six Sigma as Strategic Experimentation - Cook, H.E. (04-Nov-04)
ISO 9001:2000 Aplicada a los Servicios - John E. (Jack) West and Charles A. Cianfrani (28-Oct-04)
The Certified Six Sigma Black Belt Handbook - Benbow, Donald W.; Kubiak, T.M. (15-Oct-04)
Effective Writing for the Quality Professional - Jane Campanizzi (02-Aug-04)
Effective Writing for the Quality Professional - Jane Campanizzi (02-Aug-04)
Applied Statistics for the Six Sigma Green Belt - Walker, H. Fred; Gupta, Bhisham C. (02-Aug-04)
Applied Statistics for the Six Sigma Green Belt - Walker, H. Fred; Gupta, Bhisham C. (02-Aug-04)
Homeland Security Assessment Manual - Fisher, Donald C. (20-Jul-04)
Managing with Conscience for Competitive Advantage - Pete Geissler (20-Jul-04)
Unlocking the Power of Your QMS - John E. (Jack) West and Charles A. Cianfrani (20-Jul-04)
Homeland Security Assessment Manual - Fisher, Donald C. (20-Jul-04)
Unlocking the Power of Your QMS - John E. (Jack) West and Charles A. Cianfrani (20-Jul-04)
Managing with Conscience for Competitive Advantage - Pete Geissler (20-Jul-04)
Decision Process Quality Management - Mawby, William D. (06-Jul-04)
Simplified Project Management for the Quality Professional - Westcott, Russell T. (06-Jul-04)
Decision Process Quality Management - Mawby, William D. (06-Jul-04)
Simplified Project Management for the Quality Professional - Westcott, Russell T. (06-Jul-04)
Finding the Leader in You - Anton G. Camarota (13-May-04)
Finding the Leader in You - Anton G. Camarota (13-May-04)
The Process-Focused Organization - Robert A. Gardner (03-May-04)
The Process-Focused Organization - Robert A. Gardner (03-May-04)
The Quality Improvement Glossary - Donald L. Siebels (06-Jan-04)
Work Overload - Frank M. Gryna (06-Jan-04)
Quality Essentials - Jack B. ReVelle (06-Jan-04)
Work Overload - Frank M. Gryna (06-Jan-04)
Quality Essentials - Jack B. ReVelle (06-Jan-04)
The Quality Improvement Glossary - Donald L. Siebels (06-Jan-04)
Customer Satisfaction Research Management - Derek Allen (06-Jan-04)
Customer Satisfaction Research Management - Derek Allen (06-Jan-04)
Continual Improvement Assessment Guide - Russell, J.P. (04-Nov-03)
Continual Improvement Assessment Guide - Russell, J.P. (04-Nov-03)
The Six Sigma Path to Leadership - Treichler, David H. (03-Nov-03)
The Six Sigma Path to Leadership - Treichler, David H. (03-Nov-03)
Journal for Quality and Participation - (31-Oct-03)
Quality Progress - (01-Oct-03)
Transformational Leadership - Hacker, Stephen; Roberts, Tammy (25-Jul-03)
Transformational Leadership - Hacker, Stephen; Roberts, Tammy (25-Jul-03)
Making Change Work - Brien Palmer (30-May-03)
Making Change Work - Brien Palmer (30-May-03)
Customers for Life - Sewell, Carl (14-Apr-03)
The Process Auditing Techniques Guide - Russell, J.P. (05-Feb-03)
The Process Auditing Techniques Guide - Russell, J.P. (05-Feb-03)
Developing New Services - Caroline Fisher and James Schutta (31-Jan-03)
Developing New Services - Caroline Fisher and James Schutta (31-Jan-03)
From Quality to Business Excellence - Cobb, Charles G. (17-Dec-02)
From Quality to Business Excellence - Cobb, Charles G. (17-Dec-02)
The Executive Guide to Improvement and Change - G. Dennis Beecroft, Grace L. Duffy, John W. Moran (13-Nov-02)
The Executive Guide to Improvement and Change - G. Dennis Beecroft, Grace L. Duffy, John W. Moran (13-Nov-02)
Cracking the Case of ISO 9001:2000 for Service - John E. (Jack) West; Cianfrani, Charles A. (26-Jun-02)
Office Kaizen - Lareau, William (12-Jun-02)
Office Kaizen - Lareau, William (12-Jun-02)
The Pursuit of WOW! - Peters, Tom (16-Apr-99)
Online Customer Care - Cusack, Michael (08-Apr-99)