10 Critical Decisions

Dimensions of Quality

Costs of Quality

Seven Concepts of TQM

Determinants of Service Quality

Service Design Questions:

Post-Service Design Questions

Service Process Matrix

Lean Production (Nissan)

*all personnel seen as Equally important

Business Process Reengineering (BPR)

How to... BPR

Principles for Effective BPR

Break-even Analysis

(total revenue - total variable costs)
= zero profit

Six Sigma Principles

Just-In-Time (JIT)

JIT benefits

Disadvantages of JIT