Download or read book Achieving Customer Experience Excellence through a Quality Management System written by Alka Jarvis and published by Quality Press. This book was released on 2016-07-08 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.

Download or read book Statistics Testing and Defense Acquisition written by National Research Council and published by National Academies Press. This book was released on 1998-05-08 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: For every weapons system being developed, the U.S. Department of Defense (DOD) must make a critical decision: Should the system go forward to full-scale production? The answer to that question may involve not only tens of billions of dollars but also the nation's security and military capabilities. In the milestone process used by DOD to answer the basic acquisition question, one component near the end of the process is operational testing, to determine if a system meets the requirements for effectiveness and suitability in realistic battlefield settings. Problems discovered at this stage can cause significant production delays and can necessitate costly system redesign. This book examines the milestone process, as well as the DOD's entire approach to testing and evaluating defense systems. It brings to the topic of defense acquisition the application of scientific statistical principles and practices.

Download or read book Good Products Bad Products Essential Elements to Achieving Superior Quality written by James Adams and published by McGraw Hill Professional. This book was released on 2012-01-06 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the secret behind every successful product? Why are people willing to pay more for a BMW than a Chevrolet? How could Apple iPhones represent only 4% of the world’s cell phone market in 2011 but take in 50% of the profits? The answer is quality. In this provocative new book, bestselling author James L. Adams provides a brilliant, in-depth look at the powerful but elusive qualities that can make or break a product’s success. A must-read for managers, designers, manufacturers, and marketers, this groundbreaking approach will change the way you think about your product—and show you why it’s more important than ever to deliver the highest quality possible. In Good Products, Bad Products, you’ll learn how to: : Maximize your product’s performance—and minimize the cost Appeal to your customer’s emotions—with elegance and sophistication Make sure your product is a perfect fit—that’s human, cultural, and global With competition growing stronger and fiercer every year, product quality has become the number-one factor in a company’s success. Adams points out that there will always be a stable demand for a high-quality product. By addressing every aspect of product quality—from the technical to the practical to the aesthetic—you can develop a product that your company will be proud of and your customers will love. Along the way, you’ll hear fascinating case studies of famous brands that became victims of their own success—like Kodak, IBM, Zenith, and GM—and struggled to recover lost ground. You’ll see how some countries like Japan surged ahead by offering better products than anyone on the globe. You’ll learn how some U.S. manufacturers remained successful in spite of the foreign market’s lower wages. And you’ll discover the top industry secrets for prioritizing quality throughout the company, delivering products that are the best in their class. Now more than ever, quality matters. Good Products, Bad Products gives you the edge—so you can give your customers the best product possible. James L. Adams is professor emeritus at Stanford University, where he chaired several programs, taught courses on design and creativity, and participated in many executive programs. Trained as an engineer and artist, he has conducted corporate workshops around the world and has written the bestselling guide to creativity and innovation, Conceptual Blockbusting.

Download or read book Laboratory Quality Management System written by World Health Organization and published by . This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Achieving, maintaining and improving accuracy, timeliness and reliability are major challenges for health laboratories. Countries worldwide committed themselves to build national capacities for the detection of, and response to, public health events of international concern when they decided to engage in the International Health Regulations implementation process. Only sound management of quality in health laboratories will enable countries to produce test results that the international community will trust in cases of international emergency. This handbook was developed through collaboration between the WHO Lyon Office for National Epidemic Preparedness and Response, the United States of America Centers for Disease Control and Prevention (CDC) Division of Laboratory Systems, and the Clinical and Laboratory Standards Institute (CLSI). It is based on training sessions and modules provided by the CDC and WHO in more than 25 countries, and on guidelines for implementation of ISO 15189 in diagnostic laboratories, developed by CLSI. This handbook is intended to provide a comprehensive reference on Laboratory Quality Management System for all stakeholders in health laboratory processes, from management, to administration, to bench-work laboratorians. This handbook covers topics that are essential for quality management of a public health or clinical laboratory. They are based on both ISO 15189 and CLSI GP26-A3 documents. Each topic is discussed in a separate chapter. The chapters follow the framework developed by CLSI and are organized as the "12 Quality System Essentials".

Download or read book Soil Quality Standards for Trace Elements written by Graham Merrington and published by CRC Press. This book was released on 2016-04-19 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive and practical overview of the state of the science, Soil Quality Standards for Trace Elements: Derivation, Implementation, and Interpretation addresses the derivation of soil quality standards for trace elements and the implementation of these standards within regulatory and risk assessment frameworks. Forty experts from 11 countrie

Download or read book Elements of Spatial Data Quality written by Stephen C. Guptill and published by Pergamon. This book was released on 1995 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elements of Spatial Data Quality outlines the need and suggests potential categories for the content of a comprehensive statement of data quality that must be imbedded in the metadata that accompanies the transfer of a digital spatial data file or is available in a separate metadata catalog. Members of the International Cartographic Association's Commission on Spatial Data Quality have identified seven elements of data quality: positional accuracy, attribute accuracy, completeness, logical consistency, lineage, semantic accuracy and temporal information. In the book the authors describe: components of each data quality element, possible metrics that can be used to measure the quality of each criteria, possible testing and rating schemes, and how these parameters might differ from a producer or user point of view. Finally no volume of this nature would be complete without a chapter devoted to necessary future research in this subject.

Download or read book Mastering Project Time Management Cost Control and Quality Management written by Randal Wilson and published by FT Press. This book was released on 2015-04-23 with total page 524 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mastering Project Time Management, Cost Control, and Quality Management gives managers powerful insights and tools for addressing the "Triple Constraints" that define virtually every project: time, cost, and quality. This book is part of a new series of seven cutting-edge project management guides for both working practitioners and students. Like all books in this series, it offers deep practical insight into the successful design, management, and control of complex modern projects. Using real case studies and proven applications, expert authors show how multiple functions and disciplines can and must be integrated to achieve a successful outcome. Individually, these books focus on realistic, actionable solutions, not theory. Together, they provide comprehensive guidance for working project managers at all levels, including highly-complex enterprise environments. These books also provide indispensable knowledge for anyone pursuing PMI/PMBOK or PRINCE2 certification, or other accreditation in the field.

Download or read book 12 The Elements of Great Managing written by Gallup and published by Simon and Schuster. This book was released on 2014-12-02 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on the largest worldwide study of employee engagement and more than a decade of research, Gallup explains the 12 elements essential to motivating employees and features the inspiring stories of 12 managers who succeeded in these dimensions. More than a decade ago, Gallup combed through its database of more than 1 million employee and manager interviews to identify the elements most important in sustaining workplace excellence. These elements were revealed in the international bestseller First, Break All the Rules. 12: The Elements of Great Managing is that book’s long-awaited sequel. It follows great managers as they harness employee engagement to turn around a failing call center, save a struggling hotel, improve patient care in a hospital, maintain production through power outages, and successfully face a host of other challenges in settings around the world. Gallup’s study now includes 10 million employee and manager interviews spanning 114 countries and conducted in 41 languages. In 12, Gallup weaves its latest insights with recent discoveries in the fields of neuroscience, game theory, psychology, sociology and economics. Written for managers and employees of companies large and small, 12 explains what every company needs to know about creating and sustaining employee engagement.

Download or read book Pharmaceutical Quality by Design written by Sarwar Beg and published by Academic Press. This book was released on 2019-03-27 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pharmaceutical Quality by Design: Principles and Applications discusses the Quality by Design (QbD) concept implemented by regulatory agencies to ensure the development of a consistent and high-quality pharmaceutical product that safely provides the maximum therapeutic benefit to patients. The book walks readers through the QbD framework by covering the fundamental principles of QbD, the current regulatory requirements, and the applications of QbD at various stages of pharmaceutical product development, including drug substance and excipient development, analytical development, formulation development, dissolution testing, manufacturing, stability studies, bioequivalence testing, risk and assessment, and clinical trials. Contributions from global leaders in QbD provide specific insight in its application in a diversity of pharmaceutical products, including nanopharmaceuticals, biopharmaceuticals, and vaccines. The inclusion of illustrations, practical examples, and case studies makes this book a useful reference guide to pharmaceutical scientists and researchers who are engaged in the formulation of various delivery systems and the analysis of pharmaceutical product development and drug manufacturing process. - Discusses vital QbD precepts and fundamental aspects of QbD implementation in the pharma, biopharma and biotechnology industries - Provides helpful illustrations, practical examples and research case studies to explain QbD concepts to readers - Includes contributions from global leaders and experts from academia, industry and regulatory agencies

Download or read book The Power of Process written by Matthew Zayko and published by CRC Press. This book was released on 2021-10-28 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lean Process Creation teaches the specific frames—the 6CON model—to look through to properly design any new process while optimizing the value-creating resources. The framing is applicable to create any process that involves people, technology, or equipment—whether the application is in manufacturing, healthcare, services, retail, or other industries. If you have a process, this approach will help. The result is 30% to 50% improvement in first-time quality, customer lead time, capital efficiency, labor productivity, and floorspace that could add up to millions of dollars saved per year. More important, it will increase both employee and customer satisfaction. The book details a case study from a manufacturing standpoint, starting with a tangible example to reinforce the 6CON model. This is the first book written from this viewpoint—connecting a realistic transformation with the detailed technical challenges, as well as the engagement of the stakeholders, each with their own bias. Key points and must-do actions are sprinkled throughout the case study to reinforce learning from the specific to the general. In this study, an empowered working team is charged with developing a new production line for a critical new product. As the story unfolds, they create an improved process that saves $5.6 million (10x payback on upfront resource investment) over the short life cycle of the product, as well as other measurable benefits in quality, ergonomics, and delivery. To an even greater benefit, they establish a new way of working that can be applied to all future process creation activities. Some organizations have tried their version of Lean process design following a formula or cookie-cutter approach. But true Lean process design goes well beyond forcing concepts and slogans into every situation. It is purposeful, scientific, and adaptable because every situation starts with a unique current state. In addition, Lean process design must include both the technical and social aspects, as they are essential to sustaining and improving any system. Observing the recurring problem of reworking processes that were newly launched brought the authors to the conclusion that a practical book focused on introducing the critical frames of Lean process creation was needed. This book enables readers to consider the details within each frame that must be addressed to create a Lean process. No slogans, no absolutes. Real thinking is required. This type of thinking is best learned from an example, so the authors provide this case study to demonstrate the thinking that should be applied to any process. High volume or low, simple or complex mix, manufacturing or service/transactional—the framing and thinking works. Along with the thinking, readers are enabled to derive their own future states. This is demonstrated in the story that surrounds the case study.

Download or read book Concepts of Quality Connected to Social Media and Emotions written by Denisa Elena Vlad and published by Springer Nature. This book was released on 2019-12-07 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Denisa Elena Vlad highlights the influence of social media and emotions on the consumer and his perception of the quality of products. She brings attention to new popular concepts like “post-truth” and “fake news” as well as the relationship between these concepts and human emotions. The author defines the concept of quality and highlights its subjectivity, clarifying the influence of social media by creating expectations among all consumers and how their emotions reconfigure business and all information presented online. ​

Download or read book Standards Quality Control and Measurement Sciences in 3D Printing and Additive Manufacturing written by Chee Kai Chua and published by Academic Press. This book was released on 2017-06-03 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: Standards, Quality Control and Measurement Sciences in 3D Printing and Additive Manufacturing addresses the critical elements of the standards and measurement sciences in 3D printing to help readers design and create safe, reliable products of high quality. With 3D printing revolutionizing the process of manufacturing in a wide range of products, the book takes key features into account, such as design and fabrication and the current state and future potentials and opportunities in the field. In addition, the book provides an in-depth analysis on the importance of standards and measurement sciences. With self-test exercises at the end of each chapter, readers can improve their ability to take up challenges and become proficient in a number of topics related to 3D printing, including software usage, materials specification and benchmarking. - Helps the reader understand the quality framework tailored for 3D printing processes - Explains data format and process control in 3D printing - Provides an overview of different materials and characterization methods - Covers benchmarking and metrology for 3D printing

Download or read book Improving Healthcare Quality in Europe Characteristics Effectiveness and Implementation of Different Strategies written by OECD and published by OECD Publishing. This book was released on 2019-10-17 with total page 447 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume, developed by the Observatory together with OECD, provides an overall conceptual framework for understanding and applying strategies aimed at improving quality of care. Crucially, it summarizes available evidence on different quality strategies and provides recommendations for their implementation. This book is intended to help policy-makers to understand concepts of quality and to support them to evaluate single strategies and combinations of strategies.

Download or read book Improving Quality of Care in Low and Middle Income Countries written by National Academies of Sciences, Engineering, and Medicine and published by National Academies Press. This book was released on 2015-11-19 with total page 111 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality of care is a priority for U.S. Agency for International Development (USAID). The agency's missions abroad and their host country partners work in quality improvement, but a lack of evidence about the best ways to facilitate such improvements has constrained their informed selection of interventions. Six different methods - accreditation, COPE, improvement collaborative, standards-based management and recognitions (SBM-R), supervision, and clinical in-service training - currently make up the majority of this investment for USAID missions. As their already substantial investment in quality grows, there is demand for more scientific evidence on how to reliably improve quality of care in poor countries. USAID missions, and many other organizations spending on quality improvement, would welcome more information about how different strategies work to improve quality, when and where certain tools are most effective, and the best ways to measure success and shortcomings. To gain a better understanding of the evidence supporting different quality improvement tools and clarity on how they would help advance the global quality improvement agenda, the Institute of Medicine convened a 2-day workshop in January 2015. The workshop's goal was to illuminate these different methods, discussing their pros and cons. This workshop summary is a description of the presentations and discussions.

Download or read book Just in Time Elements and Benefits written by Jorge Luis García Alcaraz and published by Springer. This book was released on 2015-10-31 with total page 317 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book reports the elements required for implementing Just in Time (JIT) technique in companies. The main reasons for low implementation processes and the main benefits from the successful implementation of them are highlighted in this book. Structural equation models are presented to help identify the essential elements in JIT.

Download or read book The Four Elements of Successful Management written by Don R. Marshall and published by Amacom. This book was released on 1999 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Shows how to link selection, direction, evaluation, and reward of employees into the larger framework of an organization's strategic goals. Gives practical advice on defining a job and finding qualified candidates, training management and non-management personnel, performance measurement, variable-reward and nonpay-reward programs, and administering a reward program. Annotation copyrighted by Book News, Inc., Portland, OR

Download or read book Introduction to the Finite Element Method and Implementation with MATLAB written by Gang Li and published by Cambridge University Press. This book was released on 2020-07-30 with total page 525 pages. Available in PDF, EPUB and Kindle. Book excerpt: Connecting theory with numerical techniques using MATLAB®, this practical textbook equips students with the tools required to solve finite element problems. This hands-on guide covers a wide range of engineering problems through nine well-structured chapters including solid mechanics, heat transfer and fluid dynamics; equilibrium, steady state and transient; and 1-D, 2-D and 3-D problems. Engineering problems are discussed using case study examples, which are solved using a systematic approach, both by examining the steps manually and by implementing a complete MATLAB®code. This topical coverage is supplemented by discourse on meshing with a detailed explanation and implementation of 2-D meshing algorithms. Introducing theory and numerical techniques alongside comprehensive examples this text increases engagement and provides students with the confidence needed to implement their own computer codes to solve given problems.