Rust,Roland T. <br/><br/>
Return on quality :   Measuring the financial impact of your company's quest for quality 
/ Rust,Roland T. 
 - Singapore  Heinemann Asia  1994 
 - 225 p 
<br/><br/>1.	Quality: what went wrong?<br/>2.	Methods of listening to the customer <br/>3.	The psychology of customer satisfaction <br/>4.	Designing customer satisfaction serves <br/>5.	Analyzing customer satisfaction surveys <br/>6.	Measuring the financial impact of quality <br/>7.	The cost of quality <br/>8.	The ROQ decision support system<br/>9.	Strategic planning: the ROQ approach <br/>10.	Creating a high performance business<br/>11.	Conclusion <br/> 
<br/><br/><label>ISBN: </label>9971643863 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Technology-Management
<br/><br/><label>Dewey Class. No.: </label>658.5  / R922