Beyond the ultimate question : a systematic approach to improve customer loyalty

Beyond the ultimate question : a systematic approach to improve customer loyalty /

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Bibliographic Details
Online Access:	Full text (MCPHS users only)
Main Author:	Hayes, Bob E., 1963- (Author)
Format:	Electronic eBook
Language:	English
Published:	Milwaukee, Wisconsin : ASQ Quality Press, 2009
Subjects:	Customer loyalty. Consumer satisfaction. Customer services.
Local Note:	ProQuest Ebook Central

Table of Contents:

Intro
Table of Contents
List of Figures and Tables
Foreword
Preface
I Quality Concepts and Tools
II Statistical Techniques
III Metrology and Calibration
IV Inspection and Test
V Quality Audits
VI Preventive and Corrective Action
Appendix A The ASQ Code of Ethics
Appendix B Body of Knowledge
Appendix C Areas under Standard Normal Curve
Appendix D Control Limit Formulas
Appendix E Constants for Control Charts
Appendix F Standard Normal Distribution for Select Values of Z
Glossary
Index
CERTIFIED QUALITY TECHNICIAN-SAMPLE EXAM QUESTIONS.