Abstract
1. Bennis and Goldsmith (1997).
2. R&D (2011).
3. Metz (2010).
4. Anderson (2011).
Chapter 1
1. Fischetti (2011).
2. Friedman (2011).
3. Hackett (2011).
4. Juran (1970).
5. Sandoval (2010).
6. Kahney (2011).
7. Portions of this section are based on Sower and Fair (2005). Used with permission.
8. Barfield (1988).
9. Oxford English Dictionary (1989).
10. Shewhart (1931).
11. Juran (1970). Reprinted in Sower, Motwani, and Savoie (1995).
12. Feigenbaum (1951).
13. Parasuraman, Zeithaml and Berry (1988).
14. Deming (1993).
15. Garvin (1984).
16. Tamimi and Sebastianelli (1996).
17. Garvin (1984).
18. Sower (2011).
19. Garvin (1984).
20. Reeves and Bednar (1994).
21. Pirsig (1992).
22. Reeves and Bednar (1994), pp. 428.
23. Gladwell ...
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