Quality: From Customer Needs to Customer Satisfaction

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9780077090166: Quality: From Customer Needs to Customer Satisfaction

This work introduces quality management and methodology at an undergraduate level. Divided into five parts, it offers a comprehensive review of the subject. The first part discusses the quality concept along with relations between quality and productivity, profitability and survival. Part two begins with a chapter dealing with quality function deployment, followed by a discussion of reliability, design of experiments and design methodology. In Part three statistical process control, the seven QC-tools, process charts and capability studies are discussed in detail. Part four considers service quality and customer satisfaction, while Part five deals with the management aspects of quality.

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Bo Bergman, Bengt Klefsjo
Published by Mcgraw-Hill College (1994)
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