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Students Zone - Chapter 11 Managing Quality

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Right first time is the #1 priority for most customers. Managing and developing delivery systems to meet these expectations is, therefore, central to retaining, and the basis for growing, market share.

• Executive Overview
• Interactive Self-Check Questions
• Assignments SAs/DQs

Useful Weblinks

• Hampton Inns: www.hamptoninn.com
• Zebra Technologies Corporation: www.zebra.com
• United Parcel Service: www.ups.com
• Johnson and Johnson: www.jnj.com
• Phillip Morris (Marlboro Cigarettes): www.philipmorrisinternational.com/pages/eng
• Coca Cola: www.cocacola.com
• Perrier: www.perrier.com
• TranStats: www.transtats.bts.gov
• Nashua Corporation: www.nashua.com
• Royal Bank of Scotland: www.rbs.co.uk
• General Electric: www.ge.com
• Malcolm Baldrige National Quality Program: www.baldrige.nist.gov
• European Quality Award: www.efqm.org/model_awards/eqa/intro.asp.
• 3M: www.3m.com