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Customer Satisfaction
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Beyond Communal and Individual Ownership
Over the last decade, Australian governments have introduced a series of land reforms in communities on Indigenous land. This book is the first in-depth study of these significant and far reaching reforms. It explains how the reforms came about, what they do and their consequences for Indigenous landowners and community residents. It also revisits the rationale for their introduction and discusses the significant gap between public debate about the reforms and their actual impact. Drawing on international research, the book describes how it is necessary to move beyond the concepts of communal and individual ownership in order to understand the true significance of the reforms. The book's fresh perspective on land reform and careful assessment of key land reform theories will be of interest to scholars of indigenous land rights, land law, indigenous studies and aboriginal culture not only in Australia but also in any other country with an interest in indigenous land rights.
Customer Satisfaction Measurement for ISO 9000: 2000
For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.
Handbook of Quality Integrated Circuit Manufacturing
Here is a comprehensive practical guide to entire wafer fabrication process from A to Z. Written by a practicing process engineer with years of experience, this book provides a thorough introduction to the complex field of IC manufacturing, including wafer area layout and design, yield optimization, just-in-time management systems, statistical quality control, fabrication equipment and its setup, and cleanroom techniques. In addition, it contains a wealth of information on common process problems: How to detect them, how to confirm them, and how to solve them. Whether you are a new enginner or technician just entering the field, a fabrication manager looking for ways to improve quality and p...
Quality in High-Volume Electronics Design
The author compiles valuable lessons learned from his work with hundreds of suppliers and customers world-wide. The design of electronics is fundamental to quality and reliability; manufacturing must follow rules regarding what to and what not to do to make defect-free products; transportation, storage and warehousing operations must adhere to certain disciplines; installation should be done correctly to avoid premature degradation; and failed products must be repaired carefully to avoid damage. Large volume and complex logistics will amplify errors so mistakes in these steps will cost the business huge amounts of money. Also covered are criteria for relevant metrics. The book concisely summ...
Parker and Evans's Inside Lawyers' Ethics
Parker and Evans's Inside Lawyers' Ethics provides a practical and engaging introduction to ethical decision-making in legal practice in Australia. Underpinned by four theoretical concepts – adversarial advocacy, responsible lawyering, moral activism and ethics of care – this text analyses legal and professional frameworks, highlighting relevant parts of the Australian Solicitors' Conduct Rules. Case studies and discussion questions offer contemporary, practical examples of the application of ethics. The book also addresses the challenge of ethical action and offers techniques to deal with ethical conflicts.This edition has been comprehensively updated and discusses the implications of advances in legal technology, mental ill-health in the profession and the complexities of government legal practice. A new chapter covers lawyers' ethical obligation to address the legal challenges posed by climate change. Written by an expert author team, Parker and Evans's Inside Lawyers' Ethics empowers readers to identify ethical challenges and resolve them through good decision-making practices.
Plasma Processing 17
This issue of ECS Transactions contains papers presented at the International Symposium on Plasma Processing. The symposium, 17th in the series, cosponsored by the Dielectric Science & Technology, Electronics, and Photonics Divisions was held as part of the 213th Meeting of The Electrochemical Society, Inc., in Phoenix, AZ, USA, May 18 - 23, 2008. A total of 14 papers were presented from Belgium, Germany, Italy, Japan, Republic of Korea, Russia, and the USA on topics mainly focused on diagnostics & measurements and etching & deposition processes.
How to Measure Customer Satisfaction
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the mea...
The World of the Theory of Constraints
The Theory of Constraints (TOC) - as developed by Dr. Eliyahu Goldratt - has seen a rapid expansion since the publication of his book, The Goal. As with most fast growing areas, you can quickly feel out of touch with new developments. The World of the Theory of Constraints provides a summary of recently published research on TOC. The authors explored databases, and sought out papers and books drawing on as wide a range as possible. Aside from the works by Dr. Goldratt himself, the authors focus on items published since 1990, highlighting the most recent developments in TOC. The scope of the material covers works containing specific reference to TOC, including Synchronous Manufacturing and Co...
