The Six Sigma Handbook, Third Edition
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Managing for Quality and Performance Excellence (with Student Web)
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Beyond Strategic Vision: Effective Corporate Action With Hoshin Planning
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Improving Healthcare with Control Charts: Basic and Advanced SPC Methods and Case Studies
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Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
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Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods
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Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
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Measuring Quality Improvement in Healthcare: A Guide to Statistical Process Control Applications
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Viewing Library Metrics from Different Perspectives: Inputs, Outputs, and Outcomes
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The Ice Bowl: The Cold Truth About Football's Most Unforgettable Game
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Reliability Engineering Handbook (Quality and Reliability)
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Customer Surveying: A Guidebook for Service Managers
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Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty
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The CQIA Handbook
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Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction (Total Quality Management)
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Effective Competency Modeling and Reporting (With CD-ROM)
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The Customer Care and Contact Center Handbook
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Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification
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The Customer Advocate and The Customer Saboteur: Linking Social Word-of-Mouth, Brand Impression, and Stakeholder Behavior
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Lessons of the Locker Room: The Myth of School Sports
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The Quality Improvement Handbook: Team Guide to Tools and Techniques
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