For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with...

**'**Magisterial . . . you reach the end of this profound, revealing book rewarded. West shows how scientific method helps to peel back the hidden reality of our world' MATTHEW SYED, THE TIMESGeoffrey West's research centres on a quest to find unifying principles and patterns connecting everything, from cells and ecosystems to cities, social networks and businesses.Why do organisms and ecosystems scale with size in a remarkably...

Today, time is the cutting edge. In fact, as a strategic weapon, contend George Stalk, Jr., and Thomas M. Hout, time is the equivalent of money, productivity, quality, even innovation. In this path-breaking book based upon ten years of research, the authors argue that the ways leading companies manage time-in production, in new product development, and in sales and distribution-represent the most powerful new sources of competitive advantage.With many detailed examples from companie...

In his best-selling book Japanese Manufacturing Techniques, Richard J. Schonberger revolutionized American manufacturing theory and, more important, practice. In that breakthrough book, he revealed that Japanese manufacturing excellence was not culturally bound. Offering the first demystified explanation of the simple techniques that fueled Japan's industrial success, he demonstrated how the same methods could be put to work as effectively in U.S. plants.Now, in World ...

The name W. Edwards Deming is synonymous with the most insightful views, ideas, and commentary on management and quality control. Referred to as "the high prophet of quality" by the New York Times, Deming was instrumental in the spectacular rise of Japanese industry after World War II and influenced many of the world's most innovative managers in the ensuing decades. His original ideas led directly to the creation of relationships with suppliers and a plethora of quality initiativ...

In this first comprehensive departure from the time-and-motion dictums of Frederick Taylor's Shop Management that have influenced management practices for most of this century, Kiyoshi Suzaki offers a framework for successfully conducting business at its most crucial point-the shop floor. Drawing on the principles of holistic management, where organizational boundaries are smashed and co-destiny is created, Suzaki demonstrates how modern shop floor management techniques -- focusin...

The definitive inside account of Toyota's greatest crisis—and lessons you can apply to your own company"Those who write off Toyota in the current climate of second guessing and speculation are making a profound mistake and need to read this book to get the facts. Toyota is a company that will channel the current challenges to push themselves to even more relentless continuous improvement."—Charles Baker, former Chief Engineer and Vice President for R&D, Ho...

Since the invention of double-entry bookkeeping, managers have judged a company's worth by sales and profits. Now, Richard J. Schonberger, the architect of the worldwide Just-In-Time revolution, reaches beyond "financials" to redefine excellence -- and reveals, with new benchmark data, how pioneers become dynasties.Schonberger's pathbreaking new research reveals that, from 1950 to 1995, while "financials" dipped and soared repeatedly, industrial decline and ascendancy correlated per...

From the best-selling quality management author, David Hoyle, Quality Management Essentials is the perfect brief, yet authoritative, introduction to the fundamentals of quality management.Quality in organizations, large or small, is achieved with intelligent use of various concepts, principles, tools and techniques. For those coming to the subject for the first time, these philosophies associated with quality management can be quite overwhelming. This very readable book pr...

Today, tens of thousands of companies are struggling to become "time-based" competitors, inspired by such corporations as Motorola, General Electric, Citicorp, and a myriad of others who have cut production time in half-or more. But until now, the literature has focused on the theory and philosophy of fast cycle time, rather than the tools and techniques for implementing it. Here, for the first time, Christopher Meyer, an internationally recognized expert in cycle time reduction, presents ...

Innovative strategies for building and managing the supply chain using Lean and the Theory of Constraints (TOC)With an emphasis on systems thinking, Building Lean Supply Chains with the Theory of Constraints uniquely integrates TOC with Lean, illustrating how these two philosophies complement and reinforce each other to create the smooth flow of goods and services through the supply chain. The majority of the chapters draw on the tools and techniques of TOC, including th...

Understand Kaizen in no time! Find out everything you need to know about this innovative concept with this practical and accessible guide.In an increasingly competitive business world, companies must strive to constantly do better by boosting their productivity, optimising the quality of their products and services and eliminating waste and inefficiency. Kaizen, which was developed by the Japanese engineer Taiichi Ohno, widely considered to be the father of the Toy...