Quality In Service

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Books

The Manager?s Handbook for Virtual Teams - Carolyn Soles and Steven Zeisler (2005)
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)
Process Improvement Using Six Sigma - Shankar, Rama (2009)
ISO Lesson Guide 2008 - Russell, J.P.; Arter, Dennis (03-Dec-08)
Executive Focus - Duffy, Grace; Moran, John W. (17-Nov-08)

Standards

Quality management ? Customer satisfaction ? Guidelines for dispute resolution external to organizations - (25-Sep-08)
Quality management — Guidelines for realizing financial and economic benefits - (26-Oct-06)
Quality management — Guidelines for realizing financial and economic benefits - (19-Sep-06)
Quality management systems — Guidelines for quality management in projects (e-standard) - (21-Jun-06)
Quality management — Guidelines for quality plans (e-standard) - (16-Jun-06)
Quality management — Guidelines for quality management in projects - (05-Jun-06)

Articles

Talent Show - Leatherbury, Jon (01-Nov-08)
Generic Lean Six Sigma Project Definitions in Financial Services - de Koning, Henk; de Mast, Jeroen; Does, Ronald J.M.M; Vermaat, Thijs; Simons,Serge (01-Oct-08)
Back to Basics: Outputs versus Outcomes - Westcott, Russell T. (01-Jul-08)
Volviendo a los Fundamentos: Logros y Resultados - Westcott, Russell T. (01-Jul-08)
SERVCESS: A Parsimonious Instrument to Measure Service Quality and Information System Success - Landrum, Hollis; Prybutok, Victor R.; Kappelman, Leon A.; Zhang, Xiaoni (01-Jul-08)
The True Test of Loyalty - Hayes, Bob (01-Jun-08)

Journals