Besterfield, Dale H. creator Michna-Besterfield, Carol Besterfield, Glen H. Sacre-Besterfield, Mary text xxu India Pearson Education c1999 2nd ed. monographic eng

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x, 533 p.: ill; 24cm. Contents: Principles and practices -- Introduction -- Leadership -- Customer satisfaction -- Employee involvement -- Continuous process improvement -- Supplier partnership -- Performance -- Tools and techniques -- Statistical process control (SPC) -- Quality systems -- Benchmarking -- Quality function deployment (QFD) -- Quality by design -- Experimental design -- Taguchi's quality engineering -- Products quality -- Failure mode and effect analysis (FMEA) -- Total productive maintenance -- ISO 14000 -- Management tools -- Appendix. Dale H. Besterfield...et al. Includes bibliographical references and index. Management HD62.15.B35 8178082705 120316