Page 471 - The Handbook for Quality Management a Complete Guide to Operational Excellence
P. 471
458 R e f e r e n c e s R e f e r e n c e s 459
Campanella, J. editor (1990). Principles of Quality Costs, 2nd edition.
Milwaukee, WI: ASQ Quality Press.
Carder, B. and Clark, J.D. (1992). “The theory and practice of employee
recognition,” Quality Progress, December.
Carlzon, J. (1987). Moments of Truth. New York: Harper and Row.
Coase, R. (1937). “The nature of the firm,” Economica, 4, pp. 386–405.
Corbett, T. (1998). Throughput Accounting. Great Barrington, MA: North
River Press.
Crain, Nicole V. and Crain, W. Mark. (2010). “The impact of regulatory costs
on small firms,” Washington, DC: U.S. Small Business Administration,
Office of Advocacy. (http://www.sba.gov/advo/).
Deming, W.E. (1975). “On probability as a basis for action,” The American
Statistician, 29(4), pp. 146–152.
Deming, W.E. (1986). Out of the Crisis. Cambridge, MA: MIT Center for
Advanced Engineering Study.
Deming, W.E. (1993). The New Economics for Industry, Government, Education.
Cambridge, MA: MIT Center for Advanced Engineering Study.
DeToro, I. (1995). “The 10 pitfalls of benchmarking,” Quality Progress,
January, pp. 61–63.
Dettmer, H.W. (1997). Goldratt’s Theory of Constraints: A Systems Approach to
Continuous Improvement. Milwaukee, WI: ASQ Quality Press.
Dettmer, H.W. (1998). Breaking the Constraints to World-Class Performance.
Milwaukee, WI: ASQ Quality Press.
Dillman, D.A. (1983). “Mail and other self-administered questionnaires,”
in Handbook of Survey Research. Rossi, P., Wright, J. and Anderson,
A. editors. New York: Academic Press, Inc., pp. 359–377.
Drucker, P.F. (1974). Management: Tasks, Responsibilities, Practices. New York:
Harper and Row.
Eckes, G. (1994). “Practical alternatives to performance appraisals,” Quality
Progress, November, pp. 57–60.
Edosomwan, J.A. (1993). Customer and Market-Driven Quality Management.
Milwaukee, WI: ASQ Quality Press.
Feigenbaum, A.J. (1951, 1983). Total Quality Control, 3rd edition. New York:
McGraw-Hill.
Finnerty, M.F. (1996). “Coaching for growth and development,” The
ASTD Training & Development Handbook: A Guide to Human Resources
Development, in Craig, R.L. editor-in-chief. New York: McGraw-Hill,
pp. 415–436.
Fitzsimmons, C.F. (1996). “The bossless performance review,” Quality
Progress, June, pp. 77–81.
Fivars, G. (1980). “The Critical Incident Technique: A Bibliography,”
Research and Publication Service, American Institutes for Research
ED 195 681.
Flanagan, J.C. (1954). “The critical incident technique,” Psychological
Bulletin, 51(4), July, pp. 327–358.
22_Pyzdek_Ref_Ch22_p455-460.indd 458 11/9/12 5:34 PM

