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Manager’s Guide to Operations Management by John Kamauff

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Image Quality and Operations Management: The Journey Without End

Whether you produce goods or deliver services, whether your company is a small LLC serving a local area or a huge multinational corporation, quality matters to your customers. However they perceive it and however you define it, quality should be important to you.

What Is Quality?

What does quality mean to your customers? How do you know what it means?

Don’t read any further unless you can answer both questions. Gurus such as W. Edwards Deming, Joseph M. Juran, and Philip B. Crosby have defined and discussed quality—but they’re not buying your goods or services.

Know what your customers ...

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