CONTENTS
COVER STORY
1995 SPC Software Guide
by Mark Calvo and Dirk Dusharme
Quality Digest's annual guide to statistical process control software
FEATURES
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
manuals.
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
Firstword
by Scott Madison Paton
One Minute Manager
by Ken Blanchard
Service Quality
by Karl Albrecht
International Standards
by Amy Zuckerman
Principle-Oriented Leadership
by Stephen R. Covey
Marketplace
QualityView
QualityWare
Books
Videos
Software
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