Quality: From Customer Needs to Customer Satisfaction

By Bengt Klefsjö and Bo Bergman

Book Overview

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.

• Format: Paperback
• Language: English
• ISBN: 0077090160
• ISBN13: 9780077090166
• Release Date: January 1994
• Publisher: McGraw-Hill College
• Length: 478 Pages
• Weight: 1.58 lbs.
• Dimensions: 9.0" x 1.3" x 6.3"