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Measuring Customer
Satisfaction and Loyalty, Third
Edition - Survey Design, Use, and
Statistical Analysis Methods
The third edition
of this best-seller
updates its detailed
information about
how to construct,
evaluate, and use
questionnaires
The Certified Six Sigma Green
Belt Handbook
This reference
manual is designed
to help those inter-
ested in passing the
ASQ’s cer tification
exam for Six Sigma
Green Belts
Business Process Improvement
Toolbox, Second Edition
This best-seller is fully
revised and updated!
Its goal is still to give
readers practical
insight into how they
can create a coher-
ent business process
improvement system.
The Logical Thinking Process - A
Systems Approach to Complex
Problem Solving
A major rewrite of
Dettmer’s classic
Goldratt’s Theory of
Constraints, this new
edition presents a
whole new approach
to building and ap-
plying logic trees.
