Contributors. Preface to the Fifth Edition. How to Use the Handbook. How to Think About Quality. The Quality Planning Process. The Quality Control Process. The Quality Improvement Process. Process Management. Quality and Income. Quality and Costs. Measurement, Information, and Decision-Making. Computer Applications to Quality Systems. The ISO 9000 Family of International Standards. Benchmarking. Strategic Deployment. Total Quality Management. Human Resources and Quality. Training for Quality. Project Management and Product Development. Market Research and Marketing. Quality in Research and Development. Software Development. Operations. Inspection and Test. Job Shop Industries. Customer Service. Administrative and Support Operations. Process Industries. Quality in a High Tech Industry. Automotive Industry. Travel and Hospitality Industries. Government Services. Health Care Services. Financial Services Industries. Second-Generation Data Quality Systems. Quality and Society. Quality and the National Culture. Quality in Developing Countries. Quality in Western Europe. Quality in Central and Eastern Europe. Quality in the United States. Quality in Japan. Quality in the People's Republic of China. Quality in Latin America. Basic Statistical Methods. Statistical Process Control. Acceptance Sampling. Design and Analysis of Experiments. Reliability Concepts and Data Analysis. Appendix I-Glossary of Symbols and Abbreviations. Appendix II-Tables and Charts. Appendix III-Selected Quality Standards, Specifications, and Related Documents. Appendix IV-Quality Systems Terminology. Appendix V-Quality Improvement Tools. Name Index. Subject Index.
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