Return on quality :
Rust,Roland T.
Return on quality : Measuring the financial impact of your company's quest for quality / Rust,Roland T. - Singapore Heinemann Asia 1994 - 225 p
1. Quality: what went wrong?
2. Methods of listening to the customer
3. The psychology of customer satisfaction
4. Designing customer satisfaction serves
5. Analyzing customer satisfaction surveys
6. Measuring the financial impact of quality
7. The cost of quality
8. The ROQ decision support system
9. Strategic planning: the ROQ approach
10. Creating a high performance business
11. Conclusion
9971643863
Technology-Management
658.5 / R922
Return on quality : Measuring the financial impact of your company's quest for quality / Rust,Roland T. - Singapore Heinemann Asia 1994 - 225 p
1. Quality: what went wrong?
2. Methods of listening to the customer
3. The psychology of customer satisfaction
4. Designing customer satisfaction serves
5. Analyzing customer satisfaction surveys
6. Measuring the financial impact of quality
7. The cost of quality
8. The ROQ decision support system
9. Strategic planning: the ROQ approach
10. Creating a high performance business
11. Conclusion
9971643863
Technology-Management
658.5 / R922
