ASQ : Publications : Quality Management Journal : April 2008

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April 2008
Volume 15 • Number 2

Product Liability: Beyond Loss Control—An Argument for Quality Assurance (PDF, 227 KB)
Thomas C. Boehm and Jeffrey M. Ulmer
Properly implemented quality assurance initiatives will serve a company by tracking all aspects of the operation to determine where waste and defects are occurring.
An Exploratory Study of the Impact of the Capability Maturity Model on the Organizational Performance of Indian Software Firms (PDF, 453 KB)
P. Padma, L. S. Ganesh, and C. Rajendran
This study aims to determine the operating elements of the CMM and important indicators of organizational performance.
Determinants of Customer-Perceived Service Quality in Fast-Food Restaurants and Their Relationship to Customer Satisfaction and Behavioral Intentions (PDF, 250 KB)
Hong Qin and Victor R. Prybutok
A modified SERVPERF instrument is used to examine the relationships among service quality and other quality attributes
Using Qualitative Data to Learn About Customer Needs: Understanding Employer Desires When Designing an MBA Program (PDF, 184 KB)
Steven Hillmer and Canan Kocabasoglu
When studying customer expectations, qualitative data can be as rich in information as quantitative data.

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