... the service, first‐party (manufacturer/ distributor), second‐party (owner), and third‐party (service provider is not OEM). © MCB UP Limited 1997 After‐sales service Benchmarking Field research Zero defects The current business environment is unquestionably becoming technologically...

...Ravi S. Behara; Gwen F. Fontenot; Alicia Gresham Six sigma is a way to measure the probability of manufacturing a product or creating a service with zero defects. Presents a case study to illustrate how the concept of zero defects, measured by six sigma,can be applied to customer satisfaction...

...M. Xie; T.N. Goh © Emerald Group Publishing Limited 1993 PROBABILITY QUALITY STATISTICAL PROCESS CONTROL ZERO DEFECTS IJQRM 10,7 Improvement Detection by Control Charts for High Yield Processes 24 Received February 1992 Revised August 1992 International Journal of Quality...

...Gordon E. Smith Zero acceptance number plans (c = 0 plans) are sometimes described as the only appropriate method of acceptance sampling in an environment in which zero defects is a meaningful concept. Considers the operating characteristic curves of such plans, and evaluates their effectiveness...