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Failsafing service quality
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MAKE YOUR SERVICE FAIL-SAFE
Chase, Richard B.
;
Stewart, Douglas M.
- In:
Sloan management review
35
(
1994
)
3
,
pp. 35-44
Persistent link: https://www.econbiz.de/10006338042
Saved in:
2
The Impact of Human Error on Delivering Service Quality
Stewart, Douglas M.
;
Chase, Richard B.
- In:
Production and operations management : an international …
8
(
1999
)
3
,
pp. 240-263
Persistent link: https://www.econbiz.de/10007184308
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3
An empirical investigation of the metrics alignment process
Melnyk, Steven A.
;
Calantone, Roger J.
;
Luft, Joan
; …
- In:
The international journal of productivity and …
54
(
2005
)
5
,
pp. 312-324
Persistent link: https://www.econbiz.de/10006606622
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4
B ORGANIZATIONAL BEHAVIOR - Metrics and performance measurement in operations Bd:100 management: Dealing with the metrics maze
Melnyk, Steven A.
;
Stewart, Douglas M.
;
Swink, Morgan
- In:
Operations research, Management science : OR MS ; the …
45
(
2005
)
1
,
pp. 35-36
Persistent link: https://www.econbiz.de/10006501912
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5
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.
;
Melnyk, Steven A.
- In:
Production and inventory management journal : journal …
41
(
2000
)
4
,
pp. 48-55
Persistent link: https://www.econbiz.de/10006280646
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6
Research Issues. "Operations psychology"
Stewart, Douglas M.
- In:
Decision line
28
(
1997
)
5
,
pp. 12-15
Persistent link: https://www.econbiz.de/10008219732
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7
Piecing Together Service Quality: A Framework for Robust Service
Stewart, Douglas M.
- In:
Production and operations management : an international …
12
(
2003
)
2
,
pp. 246-265
Persistent link: https://www.econbiz.de/10007156278
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8
The Human Side of Mistake-proofing
Stewart, Douglas M.
;
Grout, John R.
- In:
Production and operations management : an international …
10
(
2001
)
4
,
pp. 440-459
Persistent link: https://www.econbiz.de/10007169215
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9
So gestalten Sie Ihren Service pannensicher
Chase, Richard
;
Stewart, Douglas M.
- In:
Harvard-Business-Manager : das Wissen der Besten
17
(
1995
)
2
,
pp. 81-94
Persistent link: https://www.econbiz.de/10007083476
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10
Metrics and performance measurement in operations management: dealing with the metrics maze
Melnyk, Steven A.
;
Stewart, Douglas M.
;
Swink, Morgan
- In:
Journal of operations management : publ. quarterly by …
22
(
2004
)
3
,
pp. 209-218
Persistent link: https://www.econbiz.de/10006963901
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