SQBOK Resources: Measurement and Analysis




Sower, Victor E.; Duffy, Jo Ann; Kohers, GeraldBenchmarking 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, KathleenCustomer 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, PeterDo 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, BradleyManaging Customer Value: Creating Quality and Service That Customers Can See
Harvey, JeanManaging Service Delivery Processes: Linking Strategy to Operations
Kessler, SheilaMeasuring 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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