Through listening to the voice of the customer, quality function deployment (QFD) is a systematic methodology for quality improvement and product development. The quality of a product or service is ultimately judged in terms of customer satisfaction. Customer satisfaction benchmarking can help...

Under rapidly changing and highly competitive circumstances, the timely design, development and marketing of new products or services with creative and innovative features are essential for a company’s survival. In order to capture and retain market share, customer requirements and...

Abstract Control charts for high quality processes based on counting cumulative conforming items have attracted a lot of attention recently. However, such charting procedures usually apply when items are inspected one by one. There are situations that products are inspected sample by sample for...

To achieve quality in customer service is to enhance a company’s competitiveness. With the birth of the World Wide Web, the process of making products and services available to customers has changed from traditional communication channels to Web‐based information systems. Consequently, the...

Purpose – Planning and control of humanoid biped walking has been an active research topic for many years. But, there is no definite answer to the question of how to practicre‐examinedally achieve speedy and stable walking in real‐time and in a changing environment. The purpose of this...

Ever since the Malcolm Baldrige National Quality Award (MBNQA) was established in 1987, many other countries have developed their own version of a national quality award (NQA). These NQAs tend to follow the general framework of the MBNQA with different emphases on criteria items such as...

When objective decisions are to be made, statistical methods should be used based on any objective information in the form of data collected about a product or process. Statistical techniques such as control charts, process capability indices and design of experiments have been used in the...