Электронная библиотека
Стратегическое управление потребительским качеством
Хромов-Борисов С.Н., Тихонов М.Б.
|
|
||
Потребительское качество;История возникновения и распространения QFD;Основы методологии QFD;
|
1. Саати Т. Принятие решений. Метод анализа иерархий . - М.: Радио и Связь, 1993.
2. Эшби У.Р. Введение в кибернетику . - М.: КомКнига, 2006.
3. Akao Y. (1972). «New product development and quality assurance - quality deployment system». Standardization and Quality Control, Vol. 25(4), pp. 7-14.
4. Akao Y. (1997). QFD: Past, Present, and Future. Proceedings of the Third Annual International QFD Symposium. Sweden: Linkoping University.
5. Hauser J.R., Clausing D. (1988). «The House of Quality». Harvard Business Review, Vol. 66(3), pp. 63-73.
6. Hill J.D., Warfield J.N. (1972). «Unified program planning». IEEE Transactions on Systems, Man and Cybernetics, Vol. SMC-2(5), pp. 610-621.
7. Juran J.M. (1988). Juran on Planning for Quality. Free Press, New York.
8. Kano N. (1984). «Attractive quality and must-be quality». The Journal of the Japanese Society for Quality Control, Vol. 14(2) pp. 39-48.
9. King R. (1987). Better Design in Half the Time: Implementing QFD Quality Function Deployment in America. GOAL/QPC, Methuen, MA.
10. Kogure M., Akao Y. (1983). «Quality function deployment and company wide quality control in Japan: a strategy for assuring that quality is built into products». Quality Progress, Vol. 16(10), pp. 25-29.
11. Lynn M. (2002). «Tip levels and service: an update, extension and reconciliations Cornell Hotel and Restaurant Administration Quarterly, Vol. 44, pp. 139-148.
12. Marder E. (1997). The Laws of Choice. Predicting Customer Behavior. Free Press, New-York.
13. Marsh S. et al. (1991). Facilitating and Training in Quality Function Deployment. GOAL/QPC, Methuen, MA.
14. Mizuno S., Akao Y. (1978). Quality Function Deployment: A Company Wide Quality Approach. JUSE Press, Tokyo.
15. Nishimura K. (1972). «Ship design and quality chart». Quality Control, Vol. 23, pp. 71-74.
16. Oshiumi K. (1966). «Perfecting quality assurance system in plants». Quality Control, Vol. 17, pp 62-67.
17. Pardee W.J. (1996). To Satisfy & Delight Your Customer: How to Manage for Customer Value. Dorset House, New York.
18. Shillito M.L. (2001). Acquiring, Processing, and Deploying Voice of the Customer. CRC Press, Boca Raton, FL.
19. Steward D. (1981). Systems Analysis and Management: Structure, Strategy and Design. Petrocelli Books, New York.
20. Suh N.P. (2001). Axiomatic Design: Advances and Applications. Oxford University Press.
21. Sullivan L.P. (1986). «Quality function deployment - a system to assure that customer needs drive the product design and production process». Quality Progress, Vol. 19(6), pp. 39-50.
22. Suzuki Y. (1972). «Endeavor of design improvement for large diesel engine for ships». Quality Control, Vol. 23, pp. 16-20.
Хромов-Борисов Сергей Никитич
Управляющий партнер SenseCraft, главный редактор журнала "Стратегический менеджмент". Санкт-Петербург
Тихонов Михаил Борисович
Консультант компании SenseCraft. Санкт-Петербург