SQBOK Resources: Measurement and Analysis




Sower, Victor E.; Duffy, Jo Ann; Kohers, Gerald Benchmarking for Hospitals: Achieving Best-in-Class Performance Without Having to Reinvent the Wheel
Camp, Robert C. Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance
Camp, Robert C. Business Process Benchmarking: Finding and Implementing Best Practices
Naumann, Earl; Giel, Kathleen Customer Satisfaction Measurement and Management: Using the Voice of the Customer
Vavra, Terry G. Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification
Merrill, Peter Do It Right The Second Time: Benchmarking Best Practices in the Quality Change Process, Second Edition
Cobb, Charles G. Enterprise Process Mapping: Integrating Systems for Compliance and Business Excellence
Vavra, Terry G. Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
Blazey, Mark L. Lean for Service Organizations and Offices: A Holistic Approach for Achieving Operational Excellence and Improvements
Gale, Bradley Managing Customer Value: Creating Quality and Service That Customers Can See
Harvey, Jean Managing Service Delivery Processes: Linking Strategy to Operations
Kessler, Sheila Measuring and Managing Customer Satisfaction: Going for the Gold
Hayes, Bob E. Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods, Third Edition
Tague, Nancy R. The Quality Toolbox, Second Edition
Joiner, Brian L.; Streibel, Barbara J.; Scholtes, Peter R. The Team Handbook, Third Edition
Denton, D. Keith; Denton, Rebecca A. The Toolbox for the Mind: Finding and Implementing Creative Solutions in the Workplace
Windsor, Samuel E. Transactional Six Sigma for Green Belts: Maximizing Service and Manufacturing Processes
Trischler, William E. Understanding and Applying Value-Added Assessment: Eliminating Business Process Waste




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