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Quality measurement in manufacturing: Is it just micrometers, or something more? The quality measure is customer opinion

Summary: Internal and external customers
Continuous improvement
Florida Power and Light, Motorola Federal Express, Joban Spa Resort Hawaiian, Xerox Corp.
Malcom Baldrige Award, Deming Prize
Failure mode and effects analysis
Service quality indicators

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  • Topics: Metrics
  • Keywords: Quality metrics
  • Author: Wilson, Liz
  • Journal: Journal for Quality and Participation