| 000 | 00930nam a2200181Ia 4500 | ||
|---|---|---|---|
| 999 |
_c14363 _d14363 |
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| 005 | 20201027171532.0 | ||
| 008 | 181114s9999||||xx |||||||||||||| ||und|| | ||
| 020 | _a9971643863 | ||
| 040 | _cPK-IsLIS | ||
| 082 |
_a658.5 _bR922 |
||
| 100 | _aRust,Roland T. | ||
| 245 | 0 |
_aReturn on quality : _bMeasuring the financial impact of your company's quest for quality _c/ Rust,Roland T. |
|
| 260 |
_bHeinemann Asia _aSingapore _c1994 |
||
| 300 | _a225 p | ||
| 650 | _aTechnology-Management | ||
| 942 | _cBK | ||
| 505 | 0 | _a1. 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 | |