01212nam a2200325 a 4500 TVCDKTCT12813 Thư viện trường Cao đẳng Kỹ thuật Cao Thắng 20110405000000 110405 Thư viện Trường CĐ Kỹ Thuật Cao Thắng RG_1 #1 eb0 i1 0071465448 vie 658 / V400I-d Yang Kai Voice of the Customer: Capture and Analysis / Yang Kai U.S.A : MC Graw Hill , 2008 416tr. ; 23 cm Contents: Chapter 1: Value, inovation, and the voice of the customer Chapter 2: The product development process Chapter 3: Customer value and the voice of the customer Chapter 4: Customer survey design, administration, and analysis Chapter 5: Proactive customer information gathering - athnographic methods Chapter 6: VOC data processing Chapter 7: Quality function deployment ........................ Voice of the customer Production Management Business management strategy