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Quality Management


41. 

Return On Process (ROP): Getting Real Performance Results from Process Improvement

Return On Process (ROP): Getting Real Performance Results from Process Improvement

By: Michael West

Publisher: Auerbach Publications

Publication Date: 25-MAR-2013

Insert Date: 14-AUG-2013

Slots: 1.0

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Many organizations spend hundreds of thousands or millions of dollars on process improvement but never realize business performance results. Executives and organizational leaders pursue only those improvement initiatives that can yield measurable performance gains. This book defines how to achieve real business performance results from process improvement, thus filling a major information void in the economy. It explains how to set performance and process improvement goals, shows how to measure process improvement results, and details how to lead a performance culture. It also presents...

42. 

The Lean Mindset: Ask the Right Questions

The Lean Mindset: Ask the Right Questions

By: Mary Poppendieck; Tom Poppendieck

Publisher: Addison-Wesley Professional

Publication Date: 24-SEP-2013

Insert Date: 08-AUG-2013

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What company doesn’t want energized workers, delighted customers, genuine efficiency, and breakthrough innovation? The Lean Mindset shows how lean companies really work–and how a lean mindset is the key to creating stunning products and delivering amazing services. Through cutting-edge research and case studies from leading organizations, including Spotify, Ericsson, Intuit, GE Healthcare, Pixar, CareerBuilder, and Intel, you’ll discover proven patterns for developing that mindset. You’ll see how to cultivate product teams that act like successful startups, create the kind of efficiency...

43. 

Social CRM For Dummies

Social CRM For Dummies

By: 

Publisher: For Dummies

Publication Date: 04-JAN-2013

Insert Date: 08-AUG-2013

Slots: 1.0

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Discover great ways to engage your customers through the social web Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy guide teaches you how to make the most of it, whether your business is a small shop or a large corporation. In a friendly, easy-to-understand style, it explains how you can create new marketing communications and develop smart, applicable content that produces results from your online community. You'll learn to use data to drive results, create social Key Performance Indicators for different...

44. 

Building Quality Management Systems:Selecting the Right Methods and Tools

Building Quality Management Systems:Selecting the Right Methods and Tools

By: Luis Rocha-Lona; Jose Garza-Reyes; Vikas Kumar

Publisher: Productivity Press

Publication Date: 25-JUN-2013

Insert Date: 07-AUG-2013

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This book discusses the most well-known excellence models, methods, and tools to foster quality management, including how to develop abilities in order to identify core operational and support processes to set a strategic agenda for quality management projects. It discusses building the Quality Management Systems (QMS) based on two important organizational elements: needs and resources. With a clear focus on business performance and a process management, it provides the basis for creating a quality management-culture, and can help professionals and organizations to succeed in becoming a...

45. 

The Practical Guide to Business Process Reengineering Using Idefo

ShortCut

The Practical Guide to Business Process Reengineering Using Idefo

By: Clarence G. Feldmann

Publisher: Addison-Wesley Professional

Publication Date: 12-JUL-2013

Insert Date: 01-AUG-2013

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This is the digital version of the printed book (Copyright © 1998). This book answers the call for a concise, comprehensive introduction to IDEF0 and its application in business process reengineering (BPR) efforts. Here is all the essential information about the IDEF0 method, the function analysis portion of the Integration Definition (IDEF) Methods—its definition, basic rules of usage (including the standard language syntax and semantics as contained in the Federal Standard), and lessons learned from many years of application in the real world. The book features examples based on...

46. 

ISO/IEC 38500: The IT Governance Standard

ISO/IEC 38500: The IT Governance Standard

By: Alan Calder

Publisher: IT Governance Ltd

Publication Date: 31-JUL-2008

Insert Date: 30-JUL-2013

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Understand ISO 38500: the standard for the corporate governance of IT ISO/IEC38500 is the international standard for the corporate governance of information and communication technology. The purpose of the standard is to create a framework to ensure that the Board is appropriately involved in the governance of the organisation's IT. The standard sets out guiding principles for directors on how to ensure the effective, efficient and acceptable use of IT within their company. This useful pocket guide provides an account of the scope and objectives of the standard. It outlines the...

47. 

Integrated Measurement- KPIs and Metrics

Integrated Measurement- KPIs and Metrics

By: Daniel McLean

Publisher: IT Governance Ltd

Publication Date: 21-MAY-2013

Insert Date: 30-JUL-2013

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Understand Metrics and KPIs for IT Service Management When companies look to identify opportunities for improvement, they often turn to Key Performance Indicators (KPIs) to measure their current performance in achieving business strategies and objectives. There is a common misconception, however, that KPIs are simple measurements that are easy to create, and that the mere act of this measurement will cause people to change their behaviour and improve their performance without additional intervention. Learn to implement an ITSM KPI management system Integrated Measurement –...

48. 

Statistical Quality Control, 7th Edition

Statistical Quality Control, 7th Edition

By: Douglas C. Montgomery

Publisher: John Wiley & Sons

Publication Date: 19-JUN-2012

Insert Date: 30-JUL-2013

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The Seventh Edition of Introduction to Statistical Quality Control provides a comprehensive treatment of the major aspects of using statistical methodology for quality control and improvement. Both traditional and modern methods are presented, including state-of-the-art techniques for statistical process monitoring and control and statistically designed experiments for process characterization, optimization, and process robustness studies. The seventh edition continues to focus on DMAIC (define, measure, analyze, improve, and control--the problem-solving strategy of six sigma) including a...

49. 

Mastering Lean Six Sigma

Mastering Lean Six Sigma

By: Salman Taghizadegan

Publisher: Momentum Press

Publication Date: 15-JUL-2013

Insert Date: 24-JUL-2013

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Lean Six Sigma is all about dramatically improving organizational per¬formance. It requires a roadmap, mentoring, teaching, coaching, and training in Six Sigma methodologies. This book gives you those tools, along with practical examples and case studies to achieve the goals of improved customer satisfaction, increased profitability, and enhanced productivity. Modeled on the ASQ Master Black Belt Certificate requirements, this book prepares students for their application process and exam, in ad¬dition to providing practitioners the advanced black belt concepts ap¬plicable in any...

50. 

Service Failure

Service Failure

By: Jeff Toister

Publisher: AMACOM

Publication Date: 15-NOV-2012

Insert Date: 20-JUL-2013

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Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating, such as: • Company culture doesn’t always support service excellence • Over-emphasis on cost reduction...

51. 

Enterprise Performance Management Done Right: An Operating System for Your Organization

Enterprise Performance Management Done Right: An Operating System for Your Organization

By: 

Publisher: John Wiley & Sons

Publication Date: 01-APR-2013

Insert Date: 18-JUL-2013

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A workable blueprint for developing and implementing performance management in order to improve revenue growth and profit margins Enterprise performance management (EPM) technology has been rapidly advancing, especially in the areas of predictive analysis and cloud-based solutions. Real Enterprise Performance Management introduces a framework for implementing and managing next-generation functionality for better insight, focus, and alignment of EPM. This blueprint shows that EPM can have a direct positive impact on revenue growth, operating margin, asset utilization, and cash cycle...

52. 

Compliance by Design: IT Controls that Work

Compliance by Design: IT Controls that Work

By: Chong Ee

Publisher: IT Governance Ltd

Publication Date: 27-SEP-2011

Insert Date: 03-JUL-2013

Slots: 1.0

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Reconsider how you view compliance – and your business will reap the rewards! A must have book for anyone who is looking to develop awareness and deeper insight into IT controls, strategies and techniques to solve compliance challenges! What does 'compliance' mean to you? Is it a burden, a box-ticking exercise, or a way to avoid the penalties of non-compliance? Or do you see the opportunities it presents for your business? In Compliance by Design, Chong Ee will show you how your organisation can benefit from becoming compliant with the relevant national and...

53. 

ISO27000 and Information Security: A Combined Glossary

ISO27000 and Information Security: A Combined Glossary

By: Alan Calder; Steve G. Watkins

Publisher: IT Governance Ltd

Publication Date: 30-MAR-2010

Insert Date: 03-JUL-2013

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" Get to grips with key ISO27000 and information security vocabulary with this indispensable, concise pocket guide! Information security is of crucial importance to your business. If you don't know the difference between a cookie and a worm, or between war-chalking and digital watermarking, you are sure to find this guide enlightening. The strength of the book is that it is a combined glossary, enabling you to find explanations of geek slang, procedural language and acronyms all in one place. The combined glossary is a revised edition of the popular A Dictionary of Information...

54. 

ISO 9001: 2000 in Brief

ISO 9001: 2000 in Brief

By: Ray Tricker; Ray Tricker

Publisher: Routledge

Publication Date: 17-JUN-2013

Insert Date: 26-JUN-2013

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This "hands on" book provides practical information on how to cost effectively set up an ISO 9001: 2000 compliant Quality Management System. The new ISO 9000:2000 family is an all-encompassing series of standards that lay down requirements for incorporating the management of quality into the design, manufacture and delivery of products, services and software. To achieve its main objectives, ISO 9001:2000 requires the manufacturer, or supplier, to possess a fully auditable Quality Management System consisting of Quality Policies, Quality Processes, Quality Procedures and Work...

55. 

Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition

Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition

By: Michael Kunas

Publisher: IT Governance Ltd

Publication Date: 25-OCT-2012

Insert Date: 13-JUN-2013

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A guide to ISO/IEC 20000 - implementation and certification ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices. It will reassure your customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none. Purchase the ISO20000 standards documents View the ISO20000 documentation toolkit Book a place on an ISO20000 training course Use ISO20000 to win...

56. 

Implementación de Calidad de Servicio basado en ISO/IEC 20000 - Guía de Gestión

Implementación de Calidad de Servicio basado en ISO/IEC 20000 - Guía de Gestión

By: Michael Kunas

Publisher: IT Governance Ltd

Publication Date: 28-JUN-2012

Insert Date: 13-JUN-2013

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A guide to ISO/IEC 20000 - implementation and certification ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices. It will reassure your customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none. Purchase the ISO20000 standards documents View the ISO20000 documentation toolkit Book a place on an ISO20000 training course Use ISO20000 to win...

57. 

Implementing von Service-Qualita basierend auf ISO/IEC 20000

Implementing von Service-Qualita basierend auf ISO/IEC 20000

By: Michael Kunas

Publisher: IT Governance Ltd

Publication Date: 16-FEB-2012

Insert Date: 13-JUN-2013

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A guide to ISO/IEC 20000 - implementation and certification ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices. It will reassure your customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none. Purchase the ISO20000 standards documents View the ISO20000 documentation toolkit Book a place on an ISO20000 training course Use ISO20000 to win...

58. 

Exploding the Myths Surrounding ISO9000 - A Practical Implementation Guide

Exploding the Myths Surrounding ISO9000 - A Practical Implementation Guide

By: Andrew W. Nichols

Publisher: IT Governance Ltd

Publication Date: 21-MAR-2013

Insert Date: 12-JUN-2013

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"The secrets of successful ISO9000 implementation Thousands of companies worldwide are reaping the benefits from implementing the ISO9000 Quality Management standard. However, there are many conflicting opinions about the best approach. Some companies have delayed applying the standard, or have chosen not to implement it at all. This might be because of a lack of time and resources to investigate it properly, or because of misunderstandings about the way it works. So, how do we know who and what to believe? In Exploding the Myths Surrounding ISO9000, Andrew W Nichols debunks many of the...

59. 

Governance and Internal Controls for Cutting Edge IT

Governance and Internal Controls for Cutting Edge IT

By: Karen F. Worstell

Publisher: IT Governance Ltd

Publication Date: 05-MAR-2013

Insert Date: 12-JUN-2013

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"IT security risks are constantly changing, so how do we stay ahead? To remain competitive we rely on being early adopters of new technologies — but there are inherent risks. As we implement these technologies, how do we manage the risks without hindering the progress of the business? In Governance and Internal Controls for Cutting Edge IT, Karen Worstell explains strategies and techniques to guide IT managers as they implement cutting edge solutions for their business needs. Based on practical experience and real-life models, she covers key principles and processes for the...

60. 

Selection Management: For Systems and Services

Selection Management: For Systems and Services

By: Jacquie Wakeford

Publisher: IT Governance Ltd

Publication Date: 02-OCT-2012

Insert Date: 12-JUN-2013

Slots: 1.0

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"Make your business more efficient with a tried and tested process for selection management. Selecting a new system or service can often be a crucial business decision, but small and medium size enterprises (SMEs) don't do it very often and, as a result, lack experience of the selection process. Simplified selection management This book describes a simplified selection process that maintains a reasonable level of due diligence, and which can be tailored to suit each organisation's specific needs. Key stages described include: Defining selection parameters, gathering...