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Ioseph G Van Matre The DAT Approach to Total Quality
Customer Focus 231
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American analysis approach areas Baldrige Award Baldrige National Quality basic brainstorming cause-and-effect diagram check sheet collect data commitment common cause variation competitive continuous improvement control chart control limits costs customer satisfaction defect rates Deming Deming Prize developed Edwards Deming empowerment examination example Figure firms focus Fuji Xerox GALVIN goals ideas industry Ishikawa Japan Japanese Kaoru Ishikawa Leadership Through Quality learning levels Malcolm Baldrige National manufacturing measures ment Motorola National Quality Award ofthe operations organization organizational Pareto chart participation PDCA percent performance planning problems products and services profits project teams Quality Control quality improvement Ritz-Carlton samples says service quality Seven Step Method special cause variation specific statistical strategy suppliers team members teamwork tests tion tomer Total Quality Management U.S. companies U.S. plants United Walter Shewhart workers Xerox