Notes

abstract

  1. Bennis and Goldsmith (1997).
  2. R&D (2011).
  3. Anderson (2011).

Chapter 1

  1. Fischetti (2011).
  2. Friedman (2011).
  3. Kelly (2018).
  4. Hackett (2011).
  5. Juran (1970).
  6. Sandoval (2010).
  7. Kahney (2011).
  8. Portions of this section are based on Sower and Fair (2005). Used with permission.
  9. Barfield (1988).
  10. Oxford English Dictionary (1989).
  11. Shewhart (1931).
  12. Juran (1970). Reprinted in Sower, Motwani, and Savoie (1995).
  13. Feigenbaum (1951).
  14. Parasuraman, Zeithaml and Berry (1988).
  15. Deming (1993).
  16. Garvin (1984).
  17. Sower (2011).
  18. Garvin (1984).
  19. Tamimi and Sebastianelli (1996).
  20. Garvin (1984).
  21. Reeves and Bednar (1994).
  22. Pirsig (1992).
  23. Reeves and Bednar (1994), pp. 428.
  24. Gladwell (2011).
  25. Stukeley (1752).
  26. Krzykowski (2011).

Chapter 2

  1. Scriabina (2011).
  2. Sitkin, See, Miller, ...

Get Insightful Quality, Second Edition now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.