Литература
1.Juran, J. M. 1988 “Planning for Quality” New York: Free Press.
2.Kerzner, H. 2000 “Applied Project Management” New York: John Wiley & Sons.
3.AT&T Quality Steering Committee 1991 “Reengineering Handbook” Red Bank, N.J.: AT&T Bell Laboratories.
4.Garvin, D. A. 1984 “What Does Product Quality Really Mean?” Sloan Management Review 26(1): 25 – 43.
5.Hunt, V. D. 1992 “Quality in America” Homewood, III: Business One Irwin.
6.Evans, J. R. and W. M. Lindsay 1999 “The Management and Control of Quality” 4th ed. Cincinnati: South – Western College Publishing.
7.Reeves, C. A. and D. A. Bednar 1994 “Defining Quality: Alternatives and Implications” Academy of Management Review 19(3): 419 – 445.
8.Seawright, K. W. and S. T. Young 1996 “A Quality Definition Continuum” Interfaces 26(3): 107 – 113.
9.Smith, G. F. 1993 “The Meaning of Quality” Total Quality Management 4(3): 235 – 244.
10.Hammer, M. and J. Champy 1993 “Reengineering the Corporation” New York: Harper Business.
11.University of Michigan Business School and A.S.f. Quality 1998 “American Customer Satisfaction Index: I994 – 1998” Ann Arbor: University of Michigan Press.
12.Gryna, F. M. “Quality Planning and Analysis” 4th ed. 2001 Boston: McGraw – Hill.
13.Scholtes, P. R., B. L. Joiner, and B. J. Streibel 1996 “The Team Handbook” 2d ed. Madison, Wis.: Joiner Associates Inc.
14.Sellers, G. 1997 “Using Flowcharts for Performance Improvement” Quality Digest 17(3): 49 – 51.
15.Burr, J. 1990 “The Tools of Quality, Part I: Going with the Flow (chart)” Quality Progress 23(6): 64 – 67.
16.Welsh, F. 1997 “Charting New Territory” Quality Progress 29(2): 63 – 66.
17.Heather, H. 1996 “Cycle – Time Reduction: Your Key to a Better Bottom Line” Quality Digest 16(4): p. 28 – 32.
18.Alloway, J. A. 1997 “Be Prepared with An Affinity Diagram” Quality Progress 30(7): 75 – 77.
19.Brassard, M. and D. Ritter 1994 “The Memory Jogger II” Salem, N.H.: GOAL/QPC.
