Quality from Customer Needs to Customer Satisfaction

by Bo Bergman (Artist), Bengt Klefsjö

Divided into five parts, this book describes the quality concept and the history of the quality movement. Illustrating the relation between quality improvements, costs, profitability and success, it deals with methodologies and tools, which facilitate a customer focused product development. It also focuses on the concept of variation.

654 pages, Paperback

First published October 1, 1994

Reviews

[Hafez Shurrab]

If you hear Quality Management as buzzword and know nothing about it, this book would be a great choice to get into this world. If you even a quality expert and want to link subjects together to find further research area, you would find this book excellent to see the whole picture. It is one of the books I borrowed from the library before having them in my own shelves as golden reference for quality management. I strongly recommend it as text book for educational purposes as well as consultancy.

[Piotr Urbanowicz]

wide and almost complete look at the quality isses in management.