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Is strategy strategic? 117 Whitecollar quality comes of
Regaining the quality service edge 123 1994 Baldridge Award criteria
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A.T. Kearney analysis areas award criteria Baldrige Award Baldrige criteria company's competitive continuous improvement control charts corporate cost critical factors Crosby customer expectations customer satisfaction defects Deming Deming Prize Edwards Deming evaluate executives factors of quality firms focus groups frequency histogram Garvin goals human resource implementation important industry insurance customer Integrated Quality internal customers Japan Japanese managers Juran leadership management levels ment Milliken operations organization organizational participation percent Philip Crosby philosophy planning practices process control products and services Quality Award quality circles quality control quality improvement quality is free quality movement quality performance quality philosophies quality problems quality programs relationships reliability requires responsibility reward role senior managers service level service quality statistical statistical process control Stew Leonard's strategic suppliers Taguchi method teams tion tomer top management total quality management U.S. companies U.S. managers Xerox