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Quality means survival : caveat vendidor, let the seller beware / Rene T. Domingo

By: Material type: TextTextPublisher: Singapore : Pearson Education South Asia, 2004Description: xiv, 357 pages : illustrationsContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9814096873
Subject(s): DDC classification:
  • 658.562
Contents:
Part I. Why worry about quality
Faces and facets of quality
Quality is survival
Portraits of quality survivors
The costs of not doing the right thing right the first time
Transportation tragedies
Waste in space
Food fiascos
Medical mistakes
Electronic errors
Environmental disasters
The price of progress and profit
Are accidents man-made?
Customer power
Part II. Making quality happen
Incite the quality revolution
Kaizen—anything that works is obsolete
Who is the customer?
One more time, is the customer always right?
Customers don't care about our costs
Your internal customer is always right
The battle plan—the eight steps to quality
Authenticate your total quality
Are you a quality CEO?
Get rid of anti-quality policies?
A starter kit of quality policies
Part III. How "total" is your quality?
Good, cheap, and fast—the big Q
Product and service dimensions of quality
Multidimensional quality
Measure quality right the first time
Know your quality management style
Satisfy, delight, and surprise customers
Consistency in service quality
Of the people! By the People!! For the people???
Zen and the art of quality
Coming to terms with quality
Quality quotient quiz
FAQ on quality
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Holdings
Item type Current library Collection Call number Status Barcode
Book Book Main Library Filipiniana Section Filipiniana F 658.562 D671q 2004 (Browse shelf(Opens below)) Available 132320d

Includes bibliographical references (pages 333-347) and index.

Part I. Why worry about quality

Faces and facets of quality

Quality is survival

Portraits of quality survivors

The costs of not doing the right thing right the first time

Transportation tragedies

Waste in space

Food fiascos

Medical mistakes

Electronic errors

Environmental disasters

The price of progress and profit

Are accidents man-made?

Customer power

Part II. Making quality happen

Incite the quality revolution

Kaizen—anything that works is obsolete

Who is the customer?

One more time, is the customer always right?

Customers don't care about our costs

Your internal customer is always right

The battle plan—the eight steps to quality

Authenticate your total quality

Are you a quality CEO?

Get rid of anti-quality policies?

A starter kit of quality policies

Part III. How "total" is your quality?

Good, cheap, and fast—the big Q

Product and service dimensions of quality

Multidimensional quality

Measure quality right the first time

Know your quality management style

Satisfy, delight, and surprise customers

Consistency in service quality

Of the people! By the People!! For the people???

Zen and the art of quality

Coming to terms with quality

Quality quotient quiz

FAQ on quality

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