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Books

Superior Customer Satisfaction and Loyalty - Goldstein, Sheldon D. (2009)
Lean ISO 9001 - Mike Micklewright (2010)
Best Practice in Team Excellence - Broedling, Laurie A.; Goodwalt, Vern (27-Jan-12)
Reliability Data Analysis with Excel and Minitab - Stephens, Kenneth S. (14-Nov-11)
Reliability Data Analysis with Excel and Minitab - Stephens, Kenneth S. (25-Oct-11)
The Zappos Experience - Michelli, Joseph (08-Sep-11)

Standards

Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations - (25-Sep-08)
Quality management — Guidelines for realizing financial and economic benefits - (19-Sep-06)
Quality management systems — Guidelines for quality management in projects (e-standard) - (21-Jun-06)
Quality management — Guidelines for quality plans (e-standard) - (16-Jun-06)
Quality management — Guidelines for quality plans - (05-Jun-06)
Quality management — Guidelines for quality management in projects - (05-Jun-06)

Articles

A Sampling Plan for Contact Auditing in Call Centers - Harkins, Michael G. (25-May-10)
Designed Experiments in Service Quality Applications - Johnson, Lou; Bell, Gordon (20-May-09)
A Systematic Approach for Making Innovation a Core Competency - Timmerman, John C. (01-Jan-09)
Talent Show - Leatherbury, Jon (01-Nov-08)
Generic Lean Six Sigma Project Definitions in Financial Services - de Koning, Henk; de Mast, Jeroen; Does, Ronald J.M.M; Vermaat, Thijs; Simons,Serge (01-Oct-08)
SERVCESS: A Parsimonious Instrument to Measure Service Quality and Information System Success - Landrum, Hollis; Prybutok, Victor R.; Kappelman, Leon A.; Zhang, Xiaoni (01-Jul-08)

Journals

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