Chapter1 Setting the Context for Measurement Chapter2 Why are you measuring? Chapter3 Measuring the Voice of the Customer Chapter4 Milestones in the Quality Measurement Journey Chapter5 Organizing Indicators into a Strategic Dashboard Chapter6 Tapping the Knowledge that Hides in Data Chapter7 Overcoming Numerical Illiteracy Chapter8 Understanding Variation with Run Charts Chapter9 Understanding Variation with Shewhart Charts Chapter10 Applying Quality Measurement Principles Chapter11 Connecting the Dots
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