Bo Bergman, "Quality from Customer Needs to Customer Satisfaction"
English | 2010 | ISBN: 9144059426 | PDF | pages: 672 | 287.5 mb
Divided into five parts, this book describes the quality concept and the history of the quality movement. Illustrating the relation between quality improvements, costs, profitability and success, it deals with methodologies and tools, which facilitate a customer focused product development. It also focuses on the concept of variation.

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