Return on quality : Measuring the financial impact of your company's quest for quality / Rust,Roland T.
Material type:
TextPublication details: Heinemann Asia Singapore 1994Description: 225 pISBN: - 9971643863
- 658.5 R922
Contents:
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
| Item type | Current library | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|
Books
|
UE-Central Library | 658.5 R922 (Browse shelf(Opens below)) | Available | T10789 |
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| 658.456 H3331 Effective meeting skills / | 658.478 C689 CISO soft skills : securing organizations impaired by employee politics, apathy, and intolerant perspectives | 658.478 T6336 CISO leadership : | 658.5 R922 Return on quality : | 658.5 S8471 Production/operations management / | 658.514 C5545 Innovation and the general manager / | 658.5401519 S2522 Operations research--methods and problems |
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
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