Quality

Showing the vital correspondence between quality management and customer satisfaction and explaining why and how quality measurement matters, this book provides a guide to both theory and practice of this essenial management skill. A brief history of quality measurement is followed by an authoritative approach to the questions of what to measure and when. The book is supported by case studies from the manufacturing and service sectors. This is the latest title in "The Sunday Times Business Skills" video/book series. Finally, the technical aspects of measurement are made comprehensible to the layman. Other books by Tony Bendell include: "Methods: Applications in World Industry" (co-author), "The Quality Gurus - What Can They Do For Your Company" and "Taguchi Methods Within Total Quality" (co-author).