Throughout history, manufacturing has made huge leaps thanks to improvements in measurement. Much of what designers or manufacturers do is accomplished through the use of accurate calibration and measurements. The study of metrology and calibration fills immense volumes of literature that forms a vast body of technical knowledge from which professionals are challenged to absorb.

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Analysis of Customer Satisfaction Data provides an in-depth look at customer satisfaction research, including a comprehensive overview of sophisticated techniques, interpretation, and results presentation. Written by industry leaders with years of experience consulting top companies such as General Motors, Bank of America, Xerox, and Motorola, this book offers a step-by-step approach to....     View More Details

Good project management---is an art, science, or just dumb luck? This book will help you with the first two, and by teaching you to be well-prepared will also set you up to be lucky.

This book is aimed at helping the project manager (and the project manager wannabe) with suggestions, ideas, guidelines, and warnings. It is not strictly a "how to" book; rather, what's here is the common s....     View More Details

This book blazes a new trail in that it fully describes the use of robust engineering methods in computer applications. Since the use of these methods is extremely effective in enhancing overall performance and cost effectiveness, the authors postulate that robust engineering methods must also play a crucial role in Design for Six Sigma (DFSS) activities in all areas that include software and ....     View More Details

Successful organizations have shifted from being product-based organizations to customer based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This....     View More Details

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Revision of ISO 14001, Environmental management systems-Specification with guidance for use, has generated questions among those responsible for implementing new environmental management systems and those in-charge of maintaining mature ones. Some view ISO 14001:2004 as a clarification of previously ambiguous language; others believe it has imposed additional requirement.

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With today's growing pressures for achieving higher quality and productivity with fewer resources, there is no time for getting bogged down, sidetracked, and frustrated with clutter, trivia, or minutia. To really succeed in today's competitive environment, one must constantly stay focused on what is truly vital. The key, of course, is in identifying and isolating the vital from the trivial.     View More Details

The design and implementation of an ISO 14001 environmental management system (EMS) need not be complicated or costly, and this book focuses on getting a basic yet effective EMS in place with minimal effort so that the organization can move quickly toward the environmental performance improvements that will be needed to meet the growing international demand for corporate environmental stewards....     View More Details

This book provides selected articles gathered from the last five volumes of Software Quality Professional (SQP), a peer-reviewed quarterly publication applying quality principles to the development and use of software and software-based systems. This collection of articles provides you with insights from authors around the globe?which is vital in today?s global economy. As with SQP and ....     View More Details

Finally-a book that makes understanding statistics easy, without equations and formulae. This unique text focuses on the conceptual understanding of Statistical Thinking and how it applies to real problems faced by quality professionals.

Instead of detailed explanations of statistical tools and calculations, this book focuses on concepts of Statistical Thinking that help people improve ....     View More Details

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This book explains the meaning and intent of the requirements of ISO 9001:2008 and discusses the requirement as they relate to each product category. Where appropriate, it elaborates on why the requirements are important. It includes a list of typical audit-type questions that an organization may use to appraise compliance with the requirements.

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The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty.

Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and h....     View More Details

Many organizations are realizing bona fide reward payoffs using a systematic continuous approach to quality and quality improvement. Divided into two sections, this book begins with an easy overview of quality fundamentals and productivity followed by a more detailed explanation of the key quality improvement tools and techniques.

Focusing on a systems approach to quality improvement, C....     View More Details

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Six Sigma Project Management: A Pocket Guide provides a step-by-step approach to implementing a Six Sigma Project in any type of organization. Author Jeffrey Lowenthal has written this easy-to-use guidebook based upon almost two years of research examining best practices in the Six-Sigma environment. Based on his research, case studies, and his own experiences as a Master Blackbelt, Low....     View More Details

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