Piecing Together Service Quality: A Framework for Robust Service

An empirical investigation of the metrics alignment process

Melnyk, Steven A., (2005)

B ORGANIZATIONAL BEHAVIOR - Metrics and performance measurement in operations Bd:100 management: Dealing with the metrics maze

Melnyk, Steven A., (2005)

Effective Process Improvement: Developing Poka-Yoke Processes - Despite the widespread availability of procedures for process improvement, far too many improvement efforts result in processes that cannot consistently deliver the desired results. In this article the authors introduce a method for poka-yoke process improvement -- Improved processes for which the desired results are inevitable. The ...

Stewart, Douglas M., (2000)