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Chase, Richard B.; Stewart, Douglas M. - In: Sloan management review 35 (1994) 3, pp. 35-44

Persistent link: https://www.econbiz.de/10006338042

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

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

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

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

An empirical investigation of the metrics alignment process

Melnyk, Steven A.; Calantone, Roger J.; Luft, Joan; … - In: International Journal of Productivity and Performance … 54 (2005) 5/6, pp. 312-324

Purpose – To understand the use of metrics to attain alignment between the needs of the customer, strategic objectives, and the execution system. This paper examines the process by which metrics at the various levels are developed and the factors affecting this process....

Persistent link: https://www.econbiz.de/10014796473