1995 SPC Software Guide
by Mark Calvo and Dirk Dusharme
Quality Digest's annual guide to statistical process control software
Strategies for Defusing Customer Defections
by Edward J. Hopkins
Rather than complain, most dissatisfied customers quietly source new
suppliers rather than obtain feedback, most sellers assume that "no news
is good news" - until the bomb goes off.
Achieving Consensus With the Group Writing Technique
By Nancy M. Johnson
One of the most difficult aspects of teamwork is achieving consensus on
written documents such as mission statements, policies, procedures and
A History of Managing for Quality in the United States-Part 2
by J.M. Juran
A continuation of the history of managing for quality in the United States
Viewpoint-QS9000 Revisions: Not Far Enough?
by D.H. Stamatis, Ph.D.
The widely heralded second edition of QS-9000 is out, but most of the
changes are merely cosmetic.
COLUMNS and DEPARTMENTS
by Scott Madison Paton
One Minute Manager
by Ken Blanchard
by Karl Albrecht
by Amy Zuckerman
by Stephen R. Covey
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