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T1158E
ISO 10004:2018: QUALITY MANAGEMENT — CUSTOMER SATISFACTION — GUIDELINES FOR MONITORING AND MEASURING (E-STANDARD)
This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction. This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.
E1339
MEASURING CUSTOMER SATISFACTION AND LOYALTY (EBOOK). SURVEY DESIGN, USE, AND STATISTICAL ANALYSIS METHODS
The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty.Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management.Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.
E0922
IMPROVING YOUR MEASUREMENT OF CUSTOMER SATISFACTION (EBOOK). A GUIDE TO CREATING, CONDUCTING, ANALYZING, AND REPORTING CUSTOMER SATISFACTION MEASUREMENT PROGRAMS
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects.*Sampling/customer-participant selection*Questionnaire design*Interviewing/survey administration*Data analysis*Quality function deployment-building action plansThis book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).Contents:The Philosophy of Customer SatisfactionGaining Access to CustomersIdentifying Key Measurement IssuesDesigning the QuestionnaireCollecting Satisfaction DataThe Data Cube-A New Way to Look at CSM Data AnalysisBasic Tools of CSM AnalysisReporting Basics-A Graphical ApproachMonitoring Changes in ImportanceHow to Achieve "Buy-In" of ResultsGlobalizing Satisfaction Measurement
E1275
STRATEGIC SIX SIGMA FOR CHAMPIONS (EBOOK). KEYS TO SUSTAINABLE COMPETITIVE ADVANTAGE
Recent advances in the measurement and management of customer value now make it a powerful tool for identifying and prioritizing Six Sigma projects. No longer do champions or black belts have to rely solely on costs to justify the selection of Six Sigma projects. Now the real power and potential of Six Sigma can be turned to its strategic purpose – create and sustain value differences that will translate into greater market share and enhanced profitability.This book has two objectives. The first is to provide the reader with an approach for using the voice of the customer to identify Six Sigma projects and to guide their conduct. The second objective is to show the reader how to obtain the correct voice of the customer – customer value.Customer value is not new. What is new is our ability to measure it. And with this newly discovered ability to measure customer value comes an opportunity to inform Six Sigma projects and initiatives to make them more responsive to customer needs and more responsive to the organization’s bottom line. Let the voice be heard!
E1182
CUSTOMER SATISFACTION RESEARCH MANAGEMENT (EBOOK)
Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs.This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment."This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization."Albrecht (Al) GrabensteinFirst Vice President, Corporate MarketingComerica"This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results."Lyle KanSenior Vice President, Performance ManagementCountrywide Home Loans"Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful."Manuel GutierrezDirector of Market ResearchKohler Co.
E1260
ACTIONABLE PERFORMANCE MEASUREMENT (EBOOK). A KEY TO SUCCESS
Measurement is absolutely essential for any organization or company, functional area, department, business unit, project, or individual. Companies must know how their processes are performing, how well they are meeting customers’ needs, how targeted improvements are being achieved, and how management is doing. Accurate performance measures tell companies where they are, and to take action if they are not on track or if performance does not meet expectations.Actionable Performance Measurement presents many different methods to help readers develop metrics and performance measures. To aid in corporate measures development and strategic, tactical and/or business planning, a quick and effective method of identifying specific key results areas is outlined and explained. Both customer and employee focuses are presented: how to measure each, and how to develop good surveys. In addition, Howell explains several methods for setting realistic-but-stretch targets, as well as a technique for measuring “apples and oranges.”Readers will be able to measure employee and customer satisfaction, and be prepared to capably lead or be a member of a corporate or business unit measurement team to assess existing performance indicators effectiveness.Included is a student workbook to be used as a teaching tool in conjunction with the books.
T217E
ISO 5725-3-1994: ACCURACY (TRUENESS AND PRECISION) OF MEASUREMENT METHODS AND RESULTS - PART 3: INTERMEDIATE MEASURES OF THE PRECISION OF A STANDARD MEASUREMENT METHOD
Specifies four intermediate measures due to changes in observation conditions (time, calibration, operator and equipment) within a laboratory. These intermediate measures can be established by an experiment within a specific laboratory or by an interlabora
E1091
MEASURING QUALITY IMPROVEMENT IN HEALTHCARE (EBOOK). A GUIDE TO STATISTICAL PROCESS CONTROL APPLICATIONS
This ground-breaking book addresses the critical, growing need among health care administrators and practitioners to measure the effectiveness of quality improvement efforts. Written by respected healthcare quality professionals, Measuring Quality Improvement in Healthcare covers practical applications of the tools and techniques of statistical process control (SPC), including control charts, in healthcare settings.The authors' straightforward discussions of data collection, variation, and process improvement set the context for the use and interpretation of control charts. Their approach incorporates "the voice of the customer" as a key element driving the improvement processes and outcomes. The core of the book is a set of 12 case studies that show how to apply statistical thinking to health care process, and when and how to use different types of control charts. The practical, down-to-earth orientation of the book makes it accessible to a wide readership. "Only authors who have used statistics and control charts to solve real-world healthcare problems could have written a book so practical and timely." - Barry S. Bader, Publisher The Quality Letter for Healthcare Leaders"Many clinicians and other healthcare leaders underestimate the great contributions that better statistical thinking could make toward reducing costs and improving outcomes. This fascinating and timely book is a fine guide for getting started." - Donald M. Berwick, M.D. President and CEO, Institute for Healthcare Improvement Associate Professor of Pediatrics, Harvard Medical School Contents:Planning Your CQI JourneyPreparing to Collect DataData CollectionUnderstanding VariationUsing Run and Control Charts to Analyze Process VariationControl Chart Case StudiesDeveloping Improvement StrategiesUsing Patient Surveys for CQIFormulas for Calculating Control Limits
T14015E
ISO 14015:2001: ENVIRONMENTAL MANAGEMENT - ENVIRONMENTAL ASSESSMENT OF SITES AND ORGANIZATIONS (EASO)
This International Standard provides guidance on how to conduct an EASO through a systematic process of identifying environmental aspects and environmental issues and determining, if appropriate, their business consequences.
T1615E
ISO TR 27877:2021 STATISTICAL ANALYSIS FOR EVALUATING THE PRECISION OF BINARY MEASUREMENT METHODS AND THEIR RESULTS
This document introduces five statistical methods for evaluating the precision of binary measurement methods and their results. The five methods can be divided into two types. Both types are based on measured values provided by each laboratory participatin
E1374
SUPERIOR CUSTOMER SATISFACTION AND LOYALTY (EBOOK). ENGAGING CUSTOMERS TO DRIVE PERFORMANCE
This book demonstrates in a simple and straightforward way the process of discovering the attributes that are important to your customers, measuring their satisfaction with an unbiased survey instrument, analyzing that data, and then doing a statistical analysis to determine the best approach to improving the low-rated attribute(s) and implementing change that has a higher probability of improving customer loyalty. Satisfaction is a feeling; loyalty is a behavior with satisfaction as its foundation, coupled with a willingness to repurchase and a willingness to recommend. It is that interest in reliving a positive customer experience that creates loyal behavior. This book gives insights into the process that companies can use to create that satisfaction in their customers and promote loyal behavior in customers’ buying patterns. Each chapter is constructed as a self-contained entity. The method described in this book will help you collect data from your customers, understand the information through analysis of the metrics and comments, find root causes of problems, motivate people to contribute to improving satisfaction, and then sustain the gains by audit. There is no appendix to reference for additional materials. The basic process needed to analyze and implement a robust quality system for improving customer satisfaction is described in full, including presenting the data of “customer satisfaction values” in a way that makes it easy to understand.
E1410
THE CUSTOMER ADVOCATE AND THE CUSTOMER SABOTEUR (EBOOK). LINKING SOCIAL WORD-OF-MOUTH, BRAND IMPRESSION, AND STAKEHOLDER BEHAVIOR
Over the past decade, the concept and effective execution of off-line and online social (and business-related) informal peer-to-peer communication has become extremely important to marketers as business-to-consumer (B2C) and business-to-business (B2B) customers have increasingly shown distrust, disinterest, and disdain for most supplier messages conveyed through traditional media. The Customer Advocate and the Customer Saboteur offers a comprehensive overview and sets of actionable insights into this new world of customer-led communication and behavioral influence: How we got here How objective, original, credible, authentic and effective brand, product, or service word-of-mouth programs can be initiated and scaled How contemporary and actionable measures can be applied to assess strategic and tactical customer experience and relationship effectiveness Why advocacy is the ultimate customer loyalty behavior goal How to identify drivers of, and minimize, customer sabotage How employee behavior links to customer advocacy behavior How social word-of-mouth is addressed differently around the world How the core concept of advocacy can be expected to morph going forward through more proactive marketing and leveraging of customer behavior Praise for The Customer Advocate and the Customer Saboteur "Michael Lowenstein offers excellent insights and methods any business can apply to achieve high customer advocacy from its customer base." - Professor Philip Kotler, Northwestern University "Proactive endorsements of customers and employees are earned by making deliberate decisions about how you run your business. Michael Lowenstein's book gives readers dedicated to company growth through customer advocacy the specifics and tools to 'earn the right' to those endorsements." - Jeanne Bliss, noted customer experience expert and author (www.customerbliss.com); co-founder, Customer Experience Professionals Association (CXPA) "The Customer Advocate and the Customer Saboteur is fantastic! Michael eloquently presents customer service theories and research techniques that reinforce what we all already know but now intimately understand so we can confidently expand our best practices. I have gone back to the material several times since initially reading this masterpiece to clarify and tweak current programs as well as justifying the implementation of new customer relationship building initiatives. Since our nation now relies on the service sector to support the economy, this book and Michael Lowenstein are a block in the foundation of our economic recovery. Read this book; your customers, your employees, and the nation will benefit.” - Chris Zane, Founder/Pres, Zane’s Cycle; author of Reinventing the Wheel; the Science of Creating Lifetime Customers “Social Customers can have an enormous impact on brand value. Michael Lowenstein's The Customer Advocate and the Customer Saboteur synthesizes solid research and compelling examples to show how to capitalize on advocacy behavior while minimizing the potential for damage from ‘badvocacy.’ Essential reading for customer-centric business leaders!” - Bob Thompson, Founder/CEO, CustomerThink Corp.
E1274
COMPETING FOR CUSTOMERS AND WINNING WITH VALUE (EBOOK). BREAKTHROUGH STRATEGIES FOR MARKET DOMINANCE
This book brings together, for the first time, two very powerful concepts: customer value and competitive planning. Together they create a powerful tool that will generate breakthrough strategies for market dominance. The previously fashionable metrics of customer satisfaction have proven to be poor predictors of business performance, whereas the linkages between customer value and performance measures such as market share and profitability have been identified and documented. Value has been shown to be one of the best predictors of market share and customer loyalty available. Developing a system to harness value as a competitive weapon is an essential next step.Competing with Customers presents a competitive planning template that enables organizations to actually harness their value creation and delivery systems to enhance their market performance. It is a planning system that focuses at the level where the organization makes money: selling products or services to people in specific markets or market segments. Readers will discover a clear blueprint for crafting breakthrough, value-added strategies. For many readers, it will challenge the way they look at their competition, their markets, and their industries. Competition will never look the same.
E1371
BEYOND THE ULTIMATE QUESTION (EBOOK). A SYSTEMATIC APPROACH TO IMPROVE CUSTOMER LOYALTY
Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.
E1266
TRANSACTIONAL SIX SIGMA FOR GREEN BELTS (EBOOK). MAXIMIZING SERVICE AND MANUFACTURING PROCESSES
Though originally introduced by the manufacturing sector, Six Sigma is rapidly gaining the attention of many companies in the service sector. From employees of health insurance providers and credit card companies to uniform service providers, this book will give them a better understanding of the flow of the Six Sigma process and what tools to use when, as well as the proper way to use each tool. Author Sam Windsor looks specifically at the tools that the Six Sigma green belt is expected to use, explains the purpose of each, and provides examples that are designed to provoke thoughts for possible application.Readers will also learn about process measures, measuring process capability, relating inputs to outputs, optimizing processes, and holding gains. Included in the appendices are a real case study of a Six Sigma project undertaken to reduce employee turnover, a brief guide to using Minitab and Excel for data analysis, a null hypothesis table, and a glossary.
E1380
POCKET GUIDE TO PERFORMANCE MANAGEMENT (EBOOK)
The first half of this book is designed as a mini-dictionary or glossary of common terms used in planning, measuring, and managing performance. The second half includes tips and techniques for reviewing performance, diagnosing problems, deciding on action plans, and evaluating links between measures and strategies. This succinct and handy guide will be a constant companion as you engage in performance management in your organization. "An excellent book by an excellent author. This 56-page book is a great tool for managers who need a ‘quick reference’ during any type of business meeting where results are discussed or plans are developed. The author does a great job of covering virtually all core facets of Performance Management in a text that takes less than one day to read." Ray DiGiacomo, Jr. San Juan Capistrano, California
E1438
PRINCIPLES OF QUALITY COSTS, FOURTH EDITION (EBOOK). FINANCIAL MEASURES FOR STRATEGIC IMPLEMENTATION OF QUALITY MANAGEMENT
The last decade has seen wide changes in how quality standards are applied in industry. We now have two functions: quality assurance and process improvement. Quality assurance focuses primarily on product quality, while process improvement focuses on process quality; the principles of quality cost support both. The purpose of this book remains the same as the third edition: to provide a basic understanding of the principles of quality cost. Using this book, organizations can develop and implement a quality cost system to fit their needs. Used as an adjunct to overall financial management, these principles will help maintain vital quality improvement programs over extended timeframes. This fourth edition now includes information on the quality cost systems involved with the education, service, banking, and software development industries. You'll also find new material on ISO 9001, cost systems in small businesses, and activity based costing. Additional information on team-based problem-solving, customer satisfaction, and the costs involved with the defense industry are also offered.
T810E
ANSI/ISO/ASQ Q10012-2003: MEASUREMENT MANAGEMENT SYSTEMS - REQUIREMENTS FOR MEASUREMENT PROCESSES AND MEASURING EQUIPMENT (E-STANDARD)
This International Standard includes both requirements and guidance for implementation of measurement management systems, and can be useful in improving measurement activities and the quality of products. Organizations have the responsibility to determine
T939E
ISO 10008:2013: QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS
ISO 10008:2013 provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization. It is applicable to any o
T987E
ISO 16336:2014: APPLICATIONS OF STATISTICAL AND RELATED METHODS TO NEW TECHNOLOGY AND PRODUCT DEVELOPMENT PROCESS - ROBUST PARAMETER DESIGN (RPD)
ISO 16336:2014 gives guidelines for applying the optimization method of robust parameter design, also called as parameter design, an effective methodology for optimization based on Taguchi Methods, to achieve robust products. ISO 16336:2014 prescribes sign
E1221
MEASUREMENT MATTERS (EBOOK). HOW EFFECTIVE ASSESSMENT DRIVES BUSINESS AND SAFETY PERFORMANCE
Many organizations still operate with an all-too-familiar polarization between managers and employees. The work of employees is checked, measured, audited, and rechecked. Incentive programs, quotas, and evaluations are doggedly adhered to. And often, as a result, resources are wasted, morale plummets, and defects actually increase. Why exactly does this system continue to run amok? What is an effective alternative? By installing an effective assessment process that successfully measures employee performance without impeding production, the organization can become more efficient and employee satisfaction increases. Measurement Matters builds on the principles of Dr. W. Edwards Deming, as well as the life experiences of both authors, to create a unique, proven approach to effecting positive change in organizations and individuals. This book is full of entertaining, eye-opening examples we can all relate to that combine human psychology with hard data to prove there is a better way. By implementing positive change, and properly measuring and assessing the progress, an organization and its employees can grow and prosper.PRAISE FOR Measurement Matters "Measurement Matters by Carder and Ragan is a book that should be read by practitioners interested in understanding and improving the underlying factors that affect the safety, health and environmental performance of firms."- Isadore (Irv) Rosenthal, Senior FellowWharton Risk Management and Decision Processes CenterNominated by President Clinton, and confirmedby the Senate, to a five-year position as a member of the National Chemical Safety and Hazards Investigation Board in 1998.
E1352
PROCESS MANAGEMENT IN EDUCATION (EBOOK). HOW TO DESIGN, MEASURE, DEPLOY, AND IMPROVE ORGANIZATIONAL PROCESSES
Managing processes is not just one of the keys to educational improvement, but the key. Applying the concepts, guidelines, and practices related to process management as described in this book would create the kind of school district the Department of Educ
T1610E
ISO 22514-7:2021 STATISTICAL METHODS IN PROCESS MANAGEMENT - CAPABILITY AND PERFORMANCE - PART 7: CAPABILITY OF MEASUREMENT PROCESSES
This document defines a procedure to validate measuring systems and a measurement process in order to state whether a given measurement process can satisfy the requirements for a specific measurement task with a recommendation of acceptance criteria. The acceptance criteria are defined as a capability figure (CMS, CMP) or a capability ratio (QMS, QMP).
T1611E
ISO 7870-4:2021 CONTROL CHARTS — PART 4: CUMULATIVE SUM CHARTS
This document describes statistical procedures for setting up cumulative sum (CUSUM) schemes for process and quality control using variables (measured) and attribute data. It describes general-purpose methods of decision-making using cumulative sum (CUSUM)
T1096E
ISO/TR 16355-8:2017: APPLICATIONS OF STATISTICAL AND RELATED METHODS TO NEW TECHNOLOGY AND PRODUCT DEVELOPMENT PROCESS - PART 8: GUIDELINES FOR COMMERCIALIZATION AND LIFE CYCLE (E-STANDARD)
ISO/TR 16355-8:2017 describes after optimization of product design to address non-functional requirements, for example, test, produce, commercialize, deliver, support, and eventually retire a product from the market and provides guidance on the use of the applicable tools and methods. The goal is to identify and assure key processes and measures in order to satisfy and deliver value to customers and stakeholders. The topics in this document are not exhaustive and vary according to industry, product, and markets. They are considered a guide to encourage users of this document to explore activities needed to accomplish the same goal for their products. NOTE Some of the activities described in this document can be used at an earlier stage. Users of this document include all organization functions necessary to assure customer satisfaction, including business planning, marketing, sales, research and development (R&D), engineering, information technology (IT), manufacturing, procurement, quality, production, service, packaging and logistics, support, testing, regulatory, business process design, and other phases in hardware, software, service, and system organizations.
E1367
SIX SIGMA MARKETING (EBOOK). FROM CUTTING COSTS TO GROWING MARKET SHARE
Six Sigma Marketing challenges the way both the Six Sigma community and the marketing area think about business and the way they currently do business. It does so by providing a detailed and structured approach—one that is entirely data driven—to unleash the power of Six Sigma on the crucial need for revenue growth. Six Sigma Marketing (SSM) is a fact-based, data-driven disciplined approach to growing market share by providing targeted product/markets with superior value. It is organized around the following elements: Customer value is the driving strategic metric. It replaces the emphasis on customer satisfaction embraced by both Six Sigma and marketing, and provides a much stronger link to market-share gains and revenue increases. SSM has a unique set of powerful tools designed around the idea of customer value to concentrate the organization’s efforts on both acquisition of new customers and retention of current customers. It uses a modified DMAIC (define, measure, analyze, improve, control) model that is not only very familiar to the Six Sigma community but also friendly to and easily understood by marketers. It strives to make marketing a more effective and efficient factor within the organization. Its goal is defect reduction. A defect is defined as failure to provide satisfactory customer events. Customers interact with an organization in many ways: sales, billing inquiries, service, repairs, parts, and so forth. Each event, or interaction, has the ability to increase or decrease their loyalty and hence the organization’s market share. SSM expands the traditional view of marketing to include emphases not only on pricing, product, promotion, and distribution, but also on processes. SSM takes elements from both Six Sigma and marketing and forges them into a powerful and focused discipline designed to increase the enterprise’s market share and top-line revenues. It is a structured approach that addresses the need for more effective and efficient marketing activities in order to achieve value proposition goals at lower costs. It represents what many have called the next generation in Six Sigma—one not focused solely on reducing costs or defects, but actually on increasing revenues and market share. COMMENTS FROM OTHER CUSTOMERSAverage Customer Rating: (5 of 5 based on 1 review) “Dr. Reidenbach has hit a transformational home run with this new book. My former company deployed Six Sigma Marketing to great success. Dr. Reidenbach was urged by some of our Black Belts to come up with a way to turn our investment in Six Sigma towards the objectives of growing revenues and increasing share. This he did and the process is well documented in his new book. Our market share took off and value became part of our culture. I find the discussion of the difference and use of customer satisfaction versus customer value to be of great utility. Companies that have already invested in Six Sigma will find Six Sigma Marketing as a great blueprint for extending their focus from cutting costs to growing market share. The format is highly user-friendly and one that is very familiar to Six Sigma practitioners. If you read only one business book this year, make it Six Sigma Marketing by Dr. Reidenbach.”A reader in Perth, Australia
E1113
PERFORMANCE MEASUREMENT EXPLAINED. DESIGNING AND IMPLEMENTING YOUR STATE-OF-THE-ART SYSTEM
Performance measurement is firmly entrenched in many aspects of our society: the grades we receive in school, the approval rating of our politicians, the statistics of our favorite athletes. However, most employees do not have an effective performance meas
T1596E
ISO 22514-3:2020 STATISTICAL METHODS IN PROCESS MANAGEMENT — CAPABILITY AND PERFORMANCE — PART 3: MACHINE PERFORMANCE STUDIES FOR MEASURED DATA ON DISCRETE PARTS (E-STANDARD)
This document describes the steps for conducting short-term performance studies that are typically performed on machines (including devices, appliances, apparatuses) where parts produced consecutively under repeatability conditions are considered. The numb
E1360
PROCESS IMPROVEMENT USING SIX SIGMA (EBOOK). A DMAIC GUIDE
In order to stay competitive, organizations need to continuously improve their processes. The purpose of this book is to provide the practitioner with the necessary tools and techniques with which to implement a systematic approach to process improvement initiatives using the Six Sigma methodology. While there are many self-help books out there, here the topics are discussed in a way so as to remove the fear out of Six Sigma and statistics. This guide takes readers through the five phases of the Six Sigma methodology, Define-Measure-Analyze-Improve-Control (DMAIC), in five clearly written and easy-to-understand sections. You learn each phase’s purpose and what activities to perform in each. Numerous examples are included throughout and all statistics are described to the exact level of understanding necessary. Each of the five sections then concludes with a checklist to ensure that all of the phase’s activities have been completed. Following the systematic approach outlined in this book will ensure that customer needs and functional area needs are understood and met; knowledge of subject matter experts (SMEs) and team members to improve the process is leveraged; team consensus is reached on the root cause(s) for problems; and risk is managed by addressing all compliance issues. Author Webinar Series: Listen in as the author provides a thorough introduction to this book and its key deliverables.
E1463
PROCESS IMPROVEMENT SIMPLIFIED (EBOOK). A HOW-TO BOOK FOR SUCCESS IN ANY ORGANIZATION
Process Improvement Simplified is written for leaders and managers of organizations or enterprises who: Are struggling with their organization’s success Are not satisfied with the current state Are striving to be number one Have heard about the negatives o
E0830
PROCESS REENGINEERING. THE KEY TO ACHIEVING BREAKTHROUGH SUCCESS
The scope and meaning of process reengineering are defined in this book. Recognize opportunities for dramatic improvement and discover vital information for understanding concepts and realizing the full benefits of process reengineering. Learn to rethink the role of technology in a process environment and how to anticipate the pitfalls and barriers of radical change.Contents:IntroductionProcess Reengineering PhilosophyPossibilities and PitfallsProcess Reengineering FrameworkOpportunity AssessmentPlanning the Process Reengineering ProjectThe Process Reengineering TeamProcess AnalysisProcess DesignRisk and Impact AssessmentPlanning and Implementing the TransitionTracking and Measuring Process PerformanceAdvanced Tools and TechniquesCase Profiles
E1133
ACCOUNTABILITY THROUGH MEASUREMENT. A GLOBAL HEALTHCARE IMPERATIVE
Accountability Through Measurement: A Global Healthcare Imperative looks at the need for healthcare organizations to become more accountable for their performance. The book discusses the necessary mindset, structures, tools, and communication modes needed
E1197
GLOSSARY AND TABLES FOR STATISTICAL QUALITY CONTROL (EBOOK)
The new edition of the best-selling reference on statistical quality control has been updated to include definitions re-written for a wider audience to grasp the meaning of technical terms. These definitions also parallel national and international standar
E1473
THE ASQ POCKET GUIDE TO STATISTICS FOR SIX SIGMA BLACK BELTS (EBOOK)
Six Sigma Black Belts are expected to have the skills of a good experimenter, possessing both a deep understanding of statistics and a knowledge of the industry in which they work. This book is written for the Six Sigma Black Belt who needs an understandin
E1549
PROCESS MONITORING AND IMPROVEMENT HANDBOOK, SECOND EDITION (EBOOK)
The concept of process monitoring and improvement applies to any type of industry: automotive, textiles, food, pharmaceuticals, biologics, medical devices, electronics, aerospace, banking, educational institutions, service providers, and so on. The focus o
T1008E
ISO 17258:2015: STATISTICAL METHODS - SIX SIGMA - BASIC CRITERIA UNDERLYING BENCHMARKING FOR SIX SIGMA IN ORGANISATIONS (E-STANDARD)
ISO 17258:2015 describes a methodology for establishing the level of quality, performance, and productivity of processes, products, and services according to Six Sigma principles. It is applicable to all sectors (industries, services, administration, etc.)
T1158E
- ISO 10004:2018: QUALITY MANAGEMENT — CUSTOMER SATISFACTION — GUIDELINES FOR MONITORING AND MEASURING (E-STANDARD)
E1339
- MEASURING CUSTOMER SATISFACTION AND LOYALTY (EBOOK). SURVEY DESIGN, USE, AND STATISTICAL ANALYSIS METHODS
E0922
- IMPROVING YOUR MEASUREMENT OF CUSTOMER SATISFACTION (EBOOK). A GUIDE TO CREATING, CONDUCTING, ANALYZING, AND REPORTING CUSTOMER SATISFACTION MEASUREMENT PROGRAMS
E1275
- STRATEGIC SIX SIGMA FOR CHAMPIONS (EBOOK). KEYS TO SUSTAINABLE COMPETITIVE ADVANTAGE
T217E
- ISO 5725-3-1994: ACCURACY (TRUENESS AND PRECISION) OF MEASUREMENT METHODS AND RESULTS - PART 3: INTERMEDIATE MEASURES OF THE PRECISION OF A STANDARD MEASUREMENT METHOD
E1091
- MEASURING QUALITY IMPROVEMENT IN HEALTHCARE (EBOOK). A GUIDE TO STATISTICAL PROCESS CONTROL APPLICATIONS
T14015E
- ISO 14015:2001: ENVIRONMENTAL MANAGEMENT - ENVIRONMENTAL ASSESSMENT OF SITES AND ORGANIZATIONS (EASO)
T1615E
- ISO TR 27877:2021 STATISTICAL ANALYSIS FOR EVALUATING THE PRECISION OF BINARY MEASUREMENT METHODS AND THEIR RESULTS
E1374
- SUPERIOR CUSTOMER SATISFACTION AND LOYALTY (EBOOK). ENGAGING CUSTOMERS TO DRIVE PERFORMANCE
E1410
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E1274
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E1371
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E1266
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E1438
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T810E
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T939E
- ISO 10008:2013: QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS
T987E
- ISO 16336:2014: APPLICATIONS OF STATISTICAL AND RELATED METHODS TO NEW TECHNOLOGY AND PRODUCT DEVELOPMENT PROCESS - ROBUST PARAMETER DESIGN (RPD)
E1221
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E1352
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T1610E
- ISO 22514-7:2021 STATISTICAL METHODS IN PROCESS MANAGEMENT - CAPABILITY AND PERFORMANCE - PART 7: CAPABILITY OF MEASUREMENT PROCESSES
T1096E
- ISO/TR 16355-8:2017: APPLICATIONS OF STATISTICAL AND RELATED METHODS TO NEW TECHNOLOGY AND PRODUCT DEVELOPMENT PROCESS - PART 8: GUIDELINES FOR COMMERCIALIZATION AND LIFE CYCLE (E-STANDARD)
E1113
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T1596E
- ISO 22514-3:2020 STATISTICAL METHODS IN PROCESS MANAGEMENT — CAPABILITY AND PERFORMANCE — PART 3: MACHINE PERFORMANCE STUDIES FOR MEASURED DATA ON DISCRETE PARTS (E-STANDARD)
E1463
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T1008E
- ISO 17258:2015: STATISTICAL METHODS - SIX SIGMA - BASIC CRITERIA UNDERLYING BENCHMARKING FOR SIX SIGMA IN ORGANISATIONS (E-STANDARD)