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Cracking the Case of ISO 9001 : A Simple Guide to Implementing Quality Management in Manufacturing
| Cracking the Case of ISO 9001 : A Simple Guide to Implementing Quality Management in Manufacturing |
| Autore | Cianfrani Charles A |
| Pubbl/distr/stampa | La Vergne : , : ASQ Quality Press, , 2015 |
| Descrizione fisica | 1 online resource (299 pages) |
| Disciplina | 658.5/620218—dc23 |
| Altri autori (Persone) | WestJohn (Jack) E |
| ISBN |
9781636940427
9780873899079 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover -- Title page -- CIP data -- Table of Contents -- List of Figures and Tables -- Chapter 1 Why Do ISO 9001:2015? -- Chapter 2 Key Differences with Past ISO 9001 Editions -- Chapter 3 Principles and Key Concepts -- QUALITY MANAGEMENT PRINCIPLES -- CUSTOMERS-CUSTOMER FOCUS AND MEASURING SATISFACTION -- PROCESS APPROACH-ACTIVITIES, PROCESS MANAGEMENT, AND THE SYSTEMS APPROACH TO MANAGEMENT -- CONTINUAL IMPROVEMENT -- TOP MANAGEMENT AND PEOPLE INVOLVEMENT AT ALL LEVELS -- VISION AND MISSION -- Chapter 4 What Are the ISO9001:2015 Requirements and How Do We Comply? -- INTRODUCTION -- CLAUSE 1 SCOPE -- CLAUSE 2 NORMATIVE REFERENCES -- CLAUSE 3 TERMS AND DEFINITIONS -- CLAUSE 4 CONTEXT OF THE ORGANIZATION -- CLAUSE 4.1 UNDERSTANDING THE ORGANIZATION ANDITS CONTEXT -- CLAUSE 4.2 UNDERSTANDING THE NEEDS AND EXPECTATIONS OFINTERESTED PARTIES -- CLAUSE 4.3 DETERMINING THE SCOPE OF THE QUALITY MANAGEMENT SYSTEM -- CLAUSE 4.4 QUALITY MANAGEMENT SYSTEM AND ITS PROCESSES -- CLAUSE 5 LEADERSHIP -- CLAUSE 5.1 LEADERSHIP AND COMMITMENT -- CLAUSE 5.2 POLICY -- CLAUSE 5.3 ORGANIZATIONAL ROLES, RESPONSIBILITIES AND AUTHORITIES -- CLAUSE 6 PLANNING -- CLAUSE 6.1 ACTIONS TO ADDRESS RISKS AND OPPORTUNITIES -- CLAUSE 6.2 QUALITY OBJECTIVES AND PLANNING TO ACHIEVE THEM -- CLAUSE 6.3 PLANNING OF CHANGES -- CLAUSE 7 SUPPORT -- CLAUSE 7.1 RESOURCES -- CLAUSE 7.2 COMPETENCE -- CLAUSE 7.3 AWARENESS -- CLAUSE 7.4 COMMUNICATION -- CLAUSE 7.5 DOCUMENTED INFORMATION -- CLAUSE 8 OPERATION -- CLAUSE 8.1 OPERATIONAL PLANNING AND CONTROL -- CLAUSE 8.2 REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.1 CUSTOMER COMMUNICATION -- CLAUSE 8.2.2 DETERMINING THE REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.3 REVIEW OF THE REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.4 CHANGES TO REQUIREMENTS FOR PRODUCTS AND SERVICES.
CLAUSE 8.3 DESIGN AND DEVELOPMENT OF PRODUCTS AND SERVICES -- CLAUSE 8.3.1 GENERAL -- CLAUSE 8.3.2 DESIGN AND DEVELOPMENT PLANNING -- CLAUSE 8.3.3 DESIGN AND DEVELOPMENT INPUTS -- CLAUSE 8.3.4 DESIGN AND DEVELOPMENT CONTROLS -- CLAUSE 8.3.5 DESIGN AND DEVELOPMENT OUTPUTS -- CLAUSE 8.3.6 DESIGN AND DEVELOPMENT CHANGES -- CLAUSE 8.4 CONTROL OF EXTERNALLY PROVIDED PROCESSES, PRODUCTS AND SERVICES -- CLAUSE 8.4.1 GENERAL -- CLAUSE 8.4.2 TYPE AND EXTENT OF CONTROL -- CLAUSE 8.4.3 INFORMATION FOR EXTERNAL PROVIDERS -- CLAUSE 8.5 PRODUCTION AND SERVICE PROVISION -- CLAUSE 8.5.1 CONTROL OF PRODUCTION AND SERVICE PROVISION -- CLAUSE 8.5.2 IDENTIFICATION AND TRACEABILITY -- CLAUSE 8.5.3 PROPERTY BELONGING TO CUSTOMERS OR EXTERNAL PROVIDERS -- CLAUSE 8.5.4 PRESERVATION -- CLAUSE 8.5.5 POST-DELIVERY ACTIVITIES -- CLAUSE 8.5.6 CONTROL OF CHANGES -- CLAUSE 8.6 RELEASE OF PRODUCTS AND SERVICES -- CLAUSE 8.7 CONTROL OF NONCONFORMING OUTPUTS -- CLAUSE 9 PERFORMANCE EVALUATION -- CLAUSE 9.1 MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION -- CLAUSE 9.1.1 GENERAL -- CLAUSE 9.1.2 CUSTOMER SATISFACTION -- CLAUSE 9.1.3 ANALYSIS AND EVALUATION -- CLAUSE 9.2 INTERNAL AUDIT -- CLAUSE 9.3 MANAGEMENT REVIEW -- CLAUSE 9.3.1 GENERAL -- CLAUSE 9.3.2 MANAGEMENT REVIEWINPUTS -- CLAUSE 9.3.3 MANAGEMENT REVIEW OUTPUTS -- CLAUSE 10 IMPROVEMENT -- CLAUSE 10.1 GENERAL -- CLAUSE 10.2 NONCONFORMITY AND CORRECTIVE ACTION -- CLAUSE 10.2.1 (UNTITLED CLAUSE) -- CLAUSE 10.2.2 (UNTITLED CLAUSE) -- CLAUSE 10.3 CONTINUAL IMPROVEMENT -- ANNEX A: CLARIFICATION OF NEW STRUCTURE, TERMINOLOGY AND CONCEPTS -- A.1 STRUCTURE AND TERMINOLOGY -- A.2 PRODUCTS AND SERVICES -- A.3 UNDERSTANDING THE NEEDS AND EXPECTATIONS OF INTERESTED PARTIES -- A.4 RISK-BASED THINKING -- A.5 APPLICABILITY -- A.6 DOCUMENTED INFORMATION -- A.7 ORGANIZATIONAL KNOWLEDGE. A.8 CONTROL OF EXTERNALLY PROVIDED PROCESSES, PRODUCTS AND SERVICES -- ANNEX B (INFORMATIVE) OTHER INTERNATIONAL STANDARDS ON QUALITY MANAGEMENT AND QUALITY MANAGEMENT SYSTEMSDEVELOPED BY ISO/TC 176 -- Chapter 5 Tools -- TOOLS DISCUSSED IN THIS CHAPTER -- TOOL 1: FLOWCHART -- TOOL 2: PROCESS MAPPING -- TOOL 3: BRAINSTORMING -- TOOL 4: GANTT CHART -- TOOL 5: RUN OR TREND CHART -- TOOL 6: HISTOGRAM -- TOOL 7: PARETO CHART -- TOOL 8: FAILURE MODE AND EFFECTS ANALYSIS -- TOOL 9: RELIABILITY ANALYSIS -- TOOL 10: IDENTIFYING EXTERNAL AND INTERNAL ISSUES-USE OF SWOT ANALYSIS -- TOOL 11: PROCESS CAPABILITY STUDIES -- TOOL 12: CAUSE-AND-EFFECT DIAGRAM (FISHBONE/ISHIKAWA DIAGRAM) -- TOOL 13: PROBLEM SOLVING -- TOOL 14: HOW TO CONDUCT AN IMPROVEMENT PROJECT -- Index. |
| Record Nr. | UNINA-9910780585703321 |
Cianfrani Charles A
|
||
| La Vergne : , : ASQ Quality Press, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Cracking the Case of ISO 9001 : A Simple Guide to Implementing Quality Management in Service Organizations
| Cracking the Case of ISO 9001 : A Simple Guide to Implementing Quality Management in Service Organizations |
| Autore | Cianfrani Charles A |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | La Vergne : , : ASQ Quality Press, , 2015 |
| Descrizione fisica | 1 online resource (297 pages) |
| Disciplina | 658.5/620218—dc23 |
| Altri autori (Persone) | WestJohn (Jack) E |
| ISBN |
9780873891950
9780873899086 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover -- Title page -- CIP data -- Table of Contents -- List of Figures and Tables -- Chapter 1 Why Do ISO 9001:2015? -- Chapter 2 Key Differences with Past ISO 9001 Editions -- Chapter 3 Principles and Key Concepts -- QUALITY MANAGEMENT PRINCIPLES -- CUSTOMERS-CUSTOMER FOCUS AND MEASURING SATISFACTION -- PROCESS APPROACH-ACTIVITIES, PROCESS MANAGEMENT, AND THE SYSTEMS APPROACH TO MANAGEMENT -- ALIGNMENT-QUALITY OBJECTIVES, PROCESS MEASUREMENT, AND COMMUNICATIONS -- CONTINUAL IMPROVEMENT -- PROCESS CONTROL TO FACILITATE LEARNING, INNOVATION, AND IMPROVEMENT -- LEADERSHIP AND INVOLVEMENT AT ALL LEVELS -- VISION AND MISSION -- Chapter 4 What Are the ISO 9001:2015 Requirements and How Do We Comply? -- INTRODUCTION -- CLAUSE 1 SCOPE -- CLAUSE 2 NORMATIVE REFERENCES -- CLAUSE 3 TERMS AND DEFINITIONS -- CLAUSE 4 CONTEXT OF THE ORGANIZATION -- CLAUSE 4.1 UNDERSTANDING THE ORGANIZATION ANDITS CONTEXT -- CLAUSE 4.2 UNDERSTANDING THE NEEDS AND EXPECTATIONS OFINTERESTED PARTIES -- CLAUSE 4.3 DETERMINING THE SCOPE OF THE QUALITY MANAGEMENT SYSTEM -- CLAUSE 4.4 QUALITY MANAGEMENT SYSTEM AND ITS PROCESSES -- CLAUSE 5 LEADERSHIP -- CLAUSE 5.1 LEADERSHIP AND COMMITMENT -- CLAUSE 5.2 POLICY -- CLAUSE 5.3 ORGANIZATIONAL ROLES, RESPONSIBILITIES AND AUTHORITIES -- CLAUSE 6 PLANNING -- CLAUSE 6.1 ACTIONS TO ADDRESS RISKS AND OPPORTUNITIES -- CLAUSE 6.2 QUALITY OBJECTIVES AND PLANNING TO ACHIEVE THEM -- CLAUSE 6.3 PLANNING OF CHANGES -- CLAUSE 7 SUPPORT -- CLAUSE 7.1 RESOURCES -- CLAUSE 7.2 COMPETENCE -- CLAUSE 7.3 AWARENESS -- CLAUSE 7.4 COMMUNICATION -- CLAUSE 7.5 DOCUMENTED INFORMATION -- CLAUSE 8 OPERATION -- CLAUSE 8.1 OPERATIONAL PLANNING AND CONTROL -- CLAUSE 8.2 REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.1 CUSTOMER COMMUNICATION -- CLAUSE 8.2.2 DETERMINING THE REQUIREMENTS FOR PRODUCTS AND SERVICES.
CLAUSE 8.2.3 REVIEW OF THE REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.4 CHANGES TO REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.3 DESIGN AND DEVELOPMENT OF PRODUCTS AND SERVICES -- CLAUSE 8.3.1 GENERAL -- CLAUSE 8.3.2 DESIGN AND DEVELOPMENT PLANNING -- CLAUSE 8.3.3 DESIGN AND DEVELOPMENT INPUTS -- CLAUSE 8.3.4 DESIGN AND DEVELOPMENT CONTROLS -- CLAUSE 8.3.5 DESIGN AND DEVELOPMENT OUTPUTS -- CLAUSE 8.3.6 DESIGN AND DEVELOPMENT CHANGES -- CLAUSE 8.4 CONTROL OF EXTERNALLY PROVIDED PROCESSES, PRODUCTS AND SERVICES -- CLAUSE 8.4.1 GENERAL -- CLAUSE 8.4.2 TYPE AND EXTENT OF CONTROL -- CLAUSE 8.4.3 INFORMATION FOR EXTERNAL PROVIDERS -- CLAUSE 8.5 PRODUCTION AND SERVICE PROVISION -- CLAUSE 8.5.1 CONTROL OF PRODUCTION ANDSERVICE PROVISION -- CLAUSE 8.5.2 IDENTIFICATION AND TRACEABILITY -- CLAUSE 8.5.3 PROPERTY BELONGING TO CUSTOMERS OREXTERNAL PROVIDERS -- CLAUSE 8.5.4 PRESERVATION -- CLAUSE 8.5.5 POST-DELIVERY ACTIVITIES -- CLAUSE 8.5.6 CONTROL OF CHANGES -- CLAUSE 8.6 RELEASE OF PRODUCTS AND SERVICES -- CLAUSE 8.7 CONTROL OF NONCONFORMING OUTPUTS -- CLAUSE 9 PERFORMANCE EVALUATION -- CLAUSE 9.1 MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION -- CLAUSE 9.1.1 GENERAL -- CLAUSE 9.1.2 CUSTOMER SATISFACTION -- CLAUSE 9.1.3 ANALYSIS AND EVALUATION -- CLAUSE 9.2 INTERNAL AUDIT -- CLAUSE 9.3 MANAGEMENT REVIEW -- CLAUSE 9.3.1 GENERAL -- CLAUSE 9.3.2 MANAGEMENT REVIEW INPUTS -- CLAUSE 9.3.3 MANAGEMENT REVIEW OUTPUTS -- CLAUSE 10 IMPROVEMENT -- CLAUSE 10.1 GENERAL -- CLAUSE 10.2 NONCONFORMITY AND CORRECTIVE ACTION -- CLAUSE 10.2.1 (UNTITLED CLAUSE) -- CLAUSE 10.2.2 (UNTITLED CLAUSE) -- CLAUSE 10.3 CONTINUAL IMPROVEMENT -- ANNEX A (INFORMATIVE) CLARIFICATION OF NEW STRUCTURE, TERMINOLOGY AND CONCEPTS -- A.1 STRUCTURE AND TERMINOLOGY -- A.2 PRODUCTS AND SERVICES -- A.3 UNDERSTANDING THE NEEDS AND EXPECTATIONS OF INTERESTED PARTIES. A.4 RISK-BASED THINKING -- A.5 APPLICABILITY -- A.6 DOCUMENTED INFORMATION -- A.7 ORGANIZATIONAL KNOWLEDGE -- A.8 CONTROL OF EXTERNALLY PROVIDED PROCESSES, PRODUCTS AND SERVICES -- ANNEX B (INFORMATIVE) OTHER INTERNATIONAL STANDARDS ON QUALITY MANAGEMENT AND QUALITY MANAGEMENT SYSTEMSDEVELOPED BY ISO/TC 176 -- Chapter 5 Tools -- TOOLS DISCUSSED IN THIS CHAPTER -- TOOL 1: FLOWCHART -- TOOL 2: PROCESS MAPPING -- TOOL 3: BRAINSTORMING -- TOOL 4: GANTT CHART -- TOOL 5: RUN OR TREND CHART -- TOOL 6: HISTOGRAM -- TOOL 7: PARETO CHART -- TOOL 8: FAILURE MODE AND EFFECTS ANALYSIS -- TOOL 9: CAUSE-AND-EFFECT DIAGRAM -- TOOL 10: IDENTIFYING EXTERNAL AND INTERNAL ISSUES-USE OF SWOT ANALYSIS -- TOOL 11: PROBLEM SOLVING -- TOOL 12: HOW TO CONDUCT AN IMPROVEMENT PROJECT -- Index. |
| Record Nr. | UNINA-9910807333003321 |
|
Cianfrani Charles A
|
||
| La Vergne : , : ASQ Quality Press, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Cracking the Case of ISO 9001 : A Simple Guide to Implementing Quality Management in Manufacturing
| Cracking the Case of ISO 9001 : A Simple Guide to Implementing Quality Management in Manufacturing |
| Autore | Cianfrani Charles A |
| Pubbl/distr/stampa | La Vergne : , : ASQ Quality Press, , 2015 |
| Descrizione fisica | 1 online resource (299 pages) |
| Disciplina | 658.5/620218—dc23 |
| Altri autori (Persone) | WestJohn (Jack) E |
| ISBN |
9781636940427
9780873899079 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover -- Title page -- CIP data -- Table of Contents -- List of Figures and Tables -- Chapter 1 Why Do ISO 9001:2015? -- Chapter 2 Key Differences with Past ISO 9001 Editions -- Chapter 3 Principles and Key Concepts -- QUALITY MANAGEMENT PRINCIPLES -- CUSTOMERS-CUSTOMER FOCUS AND MEASURING SATISFACTION -- PROCESS APPROACH-ACTIVITIES, PROCESS MANAGEMENT, AND THE SYSTEMS APPROACH TO MANAGEMENT -- CONTINUAL IMPROVEMENT -- TOP MANAGEMENT AND PEOPLE INVOLVEMENT AT ALL LEVELS -- VISION AND MISSION -- Chapter 4 What Are the ISO9001:2015 Requirements and How Do We Comply? -- INTRODUCTION -- CLAUSE 1 SCOPE -- CLAUSE 2 NORMATIVE REFERENCES -- CLAUSE 3 TERMS AND DEFINITIONS -- CLAUSE 4 CONTEXT OF THE ORGANIZATION -- CLAUSE 4.1 UNDERSTANDING THE ORGANIZATION ANDITS CONTEXT -- CLAUSE 4.2 UNDERSTANDING THE NEEDS AND EXPECTATIONS OFINTERESTED PARTIES -- CLAUSE 4.3 DETERMINING THE SCOPE OF THE QUALITY MANAGEMENT SYSTEM -- CLAUSE 4.4 QUALITY MANAGEMENT SYSTEM AND ITS PROCESSES -- CLAUSE 5 LEADERSHIP -- CLAUSE 5.1 LEADERSHIP AND COMMITMENT -- CLAUSE 5.2 POLICY -- CLAUSE 5.3 ORGANIZATIONAL ROLES, RESPONSIBILITIES AND AUTHORITIES -- CLAUSE 6 PLANNING -- CLAUSE 6.1 ACTIONS TO ADDRESS RISKS AND OPPORTUNITIES -- CLAUSE 6.2 QUALITY OBJECTIVES AND PLANNING TO ACHIEVE THEM -- CLAUSE 6.3 PLANNING OF CHANGES -- CLAUSE 7 SUPPORT -- CLAUSE 7.1 RESOURCES -- CLAUSE 7.2 COMPETENCE -- CLAUSE 7.3 AWARENESS -- CLAUSE 7.4 COMMUNICATION -- CLAUSE 7.5 DOCUMENTED INFORMATION -- CLAUSE 8 OPERATION -- CLAUSE 8.1 OPERATIONAL PLANNING AND CONTROL -- CLAUSE 8.2 REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.1 CUSTOMER COMMUNICATION -- CLAUSE 8.2.2 DETERMINING THE REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.3 REVIEW OF THE REQUIREMENTS FOR PRODUCTS AND SERVICES -- CLAUSE 8.2.4 CHANGES TO REQUIREMENTS FOR PRODUCTS AND SERVICES.
CLAUSE 8.3 DESIGN AND DEVELOPMENT OF PRODUCTS AND SERVICES -- CLAUSE 8.3.1 GENERAL -- CLAUSE 8.3.2 DESIGN AND DEVELOPMENT PLANNING -- CLAUSE 8.3.3 DESIGN AND DEVELOPMENT INPUTS -- CLAUSE 8.3.4 DESIGN AND DEVELOPMENT CONTROLS -- CLAUSE 8.3.5 DESIGN AND DEVELOPMENT OUTPUTS -- CLAUSE 8.3.6 DESIGN AND DEVELOPMENT CHANGES -- CLAUSE 8.4 CONTROL OF EXTERNALLY PROVIDED PROCESSES, PRODUCTS AND SERVICES -- CLAUSE 8.4.1 GENERAL -- CLAUSE 8.4.2 TYPE AND EXTENT OF CONTROL -- CLAUSE 8.4.3 INFORMATION FOR EXTERNAL PROVIDERS -- CLAUSE 8.5 PRODUCTION AND SERVICE PROVISION -- CLAUSE 8.5.1 CONTROL OF PRODUCTION AND SERVICE PROVISION -- CLAUSE 8.5.2 IDENTIFICATION AND TRACEABILITY -- CLAUSE 8.5.3 PROPERTY BELONGING TO CUSTOMERS OR EXTERNAL PROVIDERS -- CLAUSE 8.5.4 PRESERVATION -- CLAUSE 8.5.5 POST-DELIVERY ACTIVITIES -- CLAUSE 8.5.6 CONTROL OF CHANGES -- CLAUSE 8.6 RELEASE OF PRODUCTS AND SERVICES -- CLAUSE 8.7 CONTROL OF NONCONFORMING OUTPUTS -- CLAUSE 9 PERFORMANCE EVALUATION -- CLAUSE 9.1 MONITORING, MEASUREMENT, ANALYSIS AND EVALUATION -- CLAUSE 9.1.1 GENERAL -- CLAUSE 9.1.2 CUSTOMER SATISFACTION -- CLAUSE 9.1.3 ANALYSIS AND EVALUATION -- CLAUSE 9.2 INTERNAL AUDIT -- CLAUSE 9.3 MANAGEMENT REVIEW -- CLAUSE 9.3.1 GENERAL -- CLAUSE 9.3.2 MANAGEMENT REVIEWINPUTS -- CLAUSE 9.3.3 MANAGEMENT REVIEW OUTPUTS -- CLAUSE 10 IMPROVEMENT -- CLAUSE 10.1 GENERAL -- CLAUSE 10.2 NONCONFORMITY AND CORRECTIVE ACTION -- CLAUSE 10.2.1 (UNTITLED CLAUSE) -- CLAUSE 10.2.2 (UNTITLED CLAUSE) -- CLAUSE 10.3 CONTINUAL IMPROVEMENT -- ANNEX A: CLARIFICATION OF NEW STRUCTURE, TERMINOLOGY AND CONCEPTS -- A.1 STRUCTURE AND TERMINOLOGY -- A.2 PRODUCTS AND SERVICES -- A.3 UNDERSTANDING THE NEEDS AND EXPECTATIONS OF INTERESTED PARTIES -- A.4 RISK-BASED THINKING -- A.5 APPLICABILITY -- A.6 DOCUMENTED INFORMATION -- A.7 ORGANIZATIONAL KNOWLEDGE. A.8 CONTROL OF EXTERNALLY PROVIDED PROCESSES, PRODUCTS AND SERVICES -- ANNEX B (INFORMATIVE) OTHER INTERNATIONAL STANDARDS ON QUALITY MANAGEMENT AND QUALITY MANAGEMENT SYSTEMSDEVELOPED BY ISO/TC 176 -- Chapter 5 Tools -- TOOLS DISCUSSED IN THIS CHAPTER -- TOOL 1: FLOWCHART -- TOOL 2: PROCESS MAPPING -- TOOL 3: BRAINSTORMING -- TOOL 4: GANTT CHART -- TOOL 5: RUN OR TREND CHART -- TOOL 6: HISTOGRAM -- TOOL 7: PARETO CHART -- TOOL 8: FAILURE MODE AND EFFECTS ANALYSIS -- TOOL 9: RELIABILITY ANALYSIS -- TOOL 10: IDENTIFYING EXTERNAL AND INTERNAL ISSUES-USE OF SWOT ANALYSIS -- TOOL 11: PROCESS CAPABILITY STUDIES -- TOOL 12: CAUSE-AND-EFFECT DIAGRAM (FISHBONE/ISHIKAWA DIAGRAM) -- TOOL 13: PROBLEM SOLVING -- TOOL 14: HOW TO CONDUCT AN IMPROVEMENT PROJECT -- Index. |
| Record Nr. | UNINA-9910808005703321 |
|
Cianfrani Charles A
|
||
| La Vergne : , : ASQ Quality Press, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The customer advocate and the customer saboteur : linking social word-of-mouth, brand impression, and stakeholder behavior / / Michael W. Lowenstein
| The customer advocate and the customer saboteur : linking social word-of-mouth, brand impression, and stakeholder behavior / / Michael W. Lowenstein |
| Autore | Lowenstein Michael W. <1942-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2011 |
| Descrizione fisica | 1 online resource (398 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer loyalty
Customer services Customer relations |
| Soggetto genere / forma | Electronic books. |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910459814703321 |
|
Lowenstein Michael W. <1942->
|
||
| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The customer advocate and the customer saboteur : linking social word-of-mouth, brand impression, and stakeholder behavior / / Michael W. Lowenstein
| The customer advocate and the customer saboteur : linking social word-of-mouth, brand impression, and stakeholder behavior / / Michael W. Lowenstein |
| Autore | Lowenstein Michael W. <1942-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2011 |
| Descrizione fisica | 1 online resource (398 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer loyalty
Customer services Customer relations |
| ISBN |
0-87389-462-6
0-87389-464-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910787042003321 |
|
Lowenstein Michael W. <1942->
|
||
| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The customer advocate and the customer saboteur : linking social word-of-mouth, brand impression, and stakeholder behavior / / Michael W. Lowenstein
| The customer advocate and the customer saboteur : linking social word-of-mouth, brand impression, and stakeholder behavior / / Michael W. Lowenstein |
| Autore | Lowenstein Michael W. <1942-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2011 |
| Descrizione fisica | 1 online resource (398 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer loyalty
Customer services Customer relations |
| ISBN |
0-87389-462-6
0-87389-464-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910818050503321 |
|
Lowenstein Michael W. <1942->
|
||
| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / / Derek R. Allen
| Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / / Derek R. Allen |
| Autore | Allen Danica R. <1959-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2004 |
| Descrizione fisica | 1 online resource (264 p.) |
| Disciplina | 658.8/343 |
| Soggetto topico |
Consumer satisfaction - Research
Customer loyalty - Research Customer services - Quality control - Research Customer services - Management - Research Marketing research - Management |
| Soggetto genere / forma | Electronic books. |
| ISBN | 600-00-4729-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910463096403321 |
|
Allen Danica R. <1959->
|
||
| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2004 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / / Derek R. Allen
| Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / / Derek R. Allen |
| Autore | Allen Danica R. <1959-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2004 |
| Descrizione fisica | 1 online resource (264 p.) |
| Disciplina | 658.8/343 |
| Soggetto topico |
Consumer satisfaction - Research
Customer loyalty - Research Customer services - Quality control - Research Customer services - Management - Research Marketing research - Management |
| ISBN |
0-87389-335-2
600-00-4729-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Customer satisfaction, retention, and profitability -- Tracking and reporting customer satisfaction metrics -- Linking CSM to management incentives : theoretical foundation -- Linking CSM to management incentives : quantitative approaches -- Implementing key driver results -- CRM and customer satisfaction -- Linking customer satisfaction to business outcomes -- Managing global customer satisfaction programs -- Linking customer feedback to business processes -- Creating and managing loyalty segments. |
| Record Nr. | UNINA-9910786265703321 |
|
Allen Danica R. <1959->
|
||
| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2004 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / / Derek R. Allen
| Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / / Derek R. Allen |
| Autore | Allen Danica R. <1959-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2004 |
| Descrizione fisica | 1 online resource (264 p.) |
| Disciplina | 658.8/343 |
| Soggetto topico |
Consumer satisfaction - Research
Customer loyalty - Research Customer services - Quality control - Research Customer services - Management - Research Marketing research - Management |
| ISBN |
0-87389-335-2
600-00-4729-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Customer satisfaction, retention, and profitability -- Tracking and reporting customer satisfaction metrics -- Linking CSM to management incentives : theoretical foundation -- Linking CSM to management incentives : quantitative approaches -- Implementing key driver results -- CRM and customer satisfaction -- Linking customer satisfaction to business outcomes -- Managing global customer satisfaction programs -- Linking customer feedback to business processes -- Creating and managing loyalty segments. |
| Record Nr. | UNINA-9910814777403321 |
|
Allen Danica R. <1959->
|
||
| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2004 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Dare to be different! : reflections on certain business practices / / James L. Lamprecht, Renato Ricci
| Dare to be different! : reflections on certain business practices / / James L. Lamprecht, Renato Ricci |
| Autore | Lamprecht James L. <1947-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2009 |
| Descrizione fisica | 1 online resource (150 p.) |
| Disciplina | 658 |
| Soggetto topico |
Industrial management
Organizational change |
| Soggetto genere / forma | Electronic books. |
| ISBN | 600-00-4899-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910453021603321 |
|
Lamprecht James L. <1947->
|
||
| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
