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SPC Simplified for Services

Practical tools for continuous quality improvement

  • Authors
  • Davida M. Amsden
  • Howard E. Butler
  • Robert T. Amsden

Table of contents

  1. Front Matter
    Pages i-xviii
  2. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 1-23
  3. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 25-49
  4. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 51-71
  5. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 73-97
  6. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 99-136
  7. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 137-172
  8. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 173-206
  9. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 207-232
  10. Davida M. Amsden, Howard E. Butler, Robert T. Amsden
    Pages 233-237
  11. Back Matter
    Pages 239-299

About this book

Introduction

In this book, we talk about many of the tools and techniques of qual­ ity. These tools are easy to learn. So you can better see where the tools of quality fit in your service business, we will first talk about what it takes to become a quality organization. THE NEED In many manufacturing industries worldwide, quality is a major strat­ egy for gaining the competitive edge. Quality in the Japanese auto indus­ try, for example, means the quality of everything the company does as well as the quality of the product itself. This includes the quality of sales; of market research to find out what the customer wants, needs, and ex­ pects; of new product development; of ordering processes; of billing; of service of the product; etc. What does this have to do with service organizations? Until recently, the really tough competition from abroad, especially from Japan, has been in manufacturing. Competition is now growing in service industries as well. Any company, whether foreign or domestic, that learns the ideas and tools of quality and practices quality management will become a se­ rious competitive threat to your company. Some examples may help you see the seriousness of your situation.

Keywords

Japan Market research business competition development management manufacturing organization organizations product development quality management research science and technology service value-at-risk

Bibliographic information

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