Archive for October, 2009

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Social Media Marketing and Facebook

Why you need a "Facebook profile" (if it already)

Over the past few years social networking sites enabled by Web 2.0 technologies have radically changed the way we use the Internet. What was once a two-way connection has become a dynamic connective medium, allowing users to share a wide range of content: blogs, photos, videos and much more.

But how social networking sites like Facebook changed the way marketing online advertising online? On the one hand, which made our job much easier. Facebook is the ideal medium for advertising in an environment that is viral by nature. These online directories using social an interactive format allows users to create a personal profile, contact other members and share content.

In a sense, these users already segmented effectively themselves come together, through interest groups and the connection through the content. These behaviors, which are inherent to social media enabled by Web 2.0, networking and value to target demographic groups. Now more than ever, the "Net Generation "is to participate in the media of social communication and presentation of online retailers with the opportunity to pre-market segments defined by users online, messages, positioning the brand in those places where users spend time online.

Moreover, these networking sites Social are growing exponentially, adding more and more users from more diverse backgrounds. Originally, Facebook was created specially for college students, but last year, which was open to anyone with an email address. According to Microsoft, Facebook is the site most victims of trafficking in sixth place in the United States, and now has over 73 million registered users on 40,000 different schools, colleges, work-related networks and high geographic. This represents a growth rate of 530% in one year.

The tactics by which advertisers to communicate with online audiences of these segments is called social Media Marketing (SMM). SMM has become a popular tool for optimization of search engines (SEO), through its unique ability to improve Visibility of the website, name recognition and brand awareness among online audiences through the acquisition of a network of links interesting.

So what opportunities do special marketing efforts in line with Facebook? Between the age of Internet users 18-24, Facebook first in the list of favorite sites on the development of youth most recent survey. Over 70% of women 17-25 said that Facebook was their place preferred in terms of time online. For men, this figure was still high 56%. The population is clearly focused on technology, with its growth in a culture that considers time online is an integral part of everyday life. More than half of respondents have visited Facebook at least once a day recording an average of 35 minutes on the site.

In addition, these users are familiar with online environments and are experts in the research and find specific pieces of content that are interested in both, the social networking sites, including Facebook, these specialists in online marketing with the possibility engaging users to advertising in the critical moments of the first.

So how can we use social media marketing involvement effective of these elusive audience of young adults? Here are several ideas on how to use social media marketing on Facebook.

Connect the intermediate groups:
Facebook has an infinite number of interest groups that users join for a myriad of reasons. These groups include an unlimited number of topics and interests, and snowboarders of marine biology at the politics of rap music to Italian food. What of your interest or the target market is a group for you. Take it from me. I am a registered user of Facebook or "Facebook" since 2003 and I saw a group for everything, literally. Many even have a local interest groups such as the Denver Broncos fan or group of students Chinese in Denver. Each group has its own page with a forum, panel, photo gallery discussion, etc. This is the best place to position messages for to specific audiences, as it is almost guaranteed to all he sees is your target profile. In the past, when I tried to steer the traffic to a website video that worked, I put descriptive and attractive links to the videos on the wall for the group, or discussion forum. I have seen great results as many members of this group especially dedicated to ski, follow these links to view videos on their favorite sport, skiing.

Connect applications via:
Recently, Facebook opened its platform to external developers who have created a myriad collection applications ranging from stock simulators fantasy video games "beer pong" with world maps marking the desired travel destinations. Users can add as many of these applications as they like to their profile, create opportunities for marketers and developers to integrate subtly marketing messages in these applications and functions. Many developers have already done, and probably get significant benefits, not only by greater brand awareness, the traffic generated through Facebook, many of which have built a bridge to their own sites.

Login via content:
Because Facebook allows users to post videos, images, links, photos and more advertisers may well use social media, marketing strategies into contact with these groups through content. By placing content on your target audience can be certain that your brand will be just in front of their eyes as they interact with your message. Facebook is a place an infinite sum of consumer data, which many experts have called "a community in a box." Why not take advantage of these data involved? Connecting via the web.

Connect via through events:
What Facebook has grown, it has added an "Events" where users can post information on upcoming events and then invite their Facebook friends to participate. All Events section you can search, and users can quickly find events of interest to find the host name, place, time, and even a description of the event. Furthermore, Facebook give each event its own page where users can confirm their presence, refusing to participate, or even posting information on the wall Page public discussion event, like what to wear, what to bring, etc. this media with a valuable marketing opportunity to create events and then invite those who are most likely to attend. In my own experience with this medium, I have created for clients and events, then calls the information posted on the groups that are aligned. For example, when promoting a reggae concert or upcoming college football game, to find many groups related to reggae music, college football, music and sports as you can, and after the event information their advice in a focus group to ensure that everyone interested already knows and serves.

Connect through mobile devices:
Just this week, Facebook announced that it has partnered with RIM or Research In Motion and its terminal BlackBerry. In addition to BlackBerry, Facebook is accessible to a wide range of other mobile devices. This provides valuable opportunities for advertisers to reach potential customers locally, positioning its presence in the company at the time.

However, the explosive growth Facebook has not been without difficulties. In response to criticism from many groups, Facebook has recently added additional security measures in an effort to better protect private information. In addition to allay the fears of privacy, this is sure to encourage users to join the site and share more about themselves. However, this also binds the social media marketing to be more innovative and creative in identifying and locating the target.

As you can see, Facebook users have considered segmentation process, a connection through the content and shared interests. These behaviors, which are inherent to social media and enabled by Web 2.0, creating value networks in specific demographic groups and concrete. Now more than ever, the "Net Generation" is in the media and the presentation of online retailers with the opportunity to pre-market for segments defined by users online, Branding messages on sites where these users spend time online.

The company where I work Fusionbox, marketing social media used to combine marketing objectives with Internet capabilities of social media sites and Web 2.0. Click here for more information on marketing media social.

In essence, MMS services create powerful forms of viral marketing and influence wider audience of users of social media sites. Whether it's MySpace, YouTube, Digg, Facebook, Del.icio.us, Flickr, or any number of other MMS revolves around creating and connecting businesses with exclusive content.

For this reason, SMM can be used to build a network of links, spread brand messages, increase visibility and awareness, and even managing online reputation of your company. After all, social media sites each have millions of registered users, grouped within communities and interests. Now all you have to do is determine if your goal is to collect online. What more could a seller ask? There is another channel that enables companies to disclose their identity, service offerings, value proposition and location in a very specific.

Our team of experienced and innovative social media marketing effectively position your content in a digital space where we seen by targeting those who want to see.

Fusionbox is a leader in the implementation of Web 2.0 technologies in the field of Internet marketing. Our Services have been adequately considered Web 2.0 Marketing, because of our ability to connect customers to customers through participation in the market and the start of talks through social media.

About the Author

Nick Yorchak is an SEO expert and Search Engine Marketing Specialist at Fusionbox, a full-service Denver Internet marketing, web design, and web development company. He can be reached at his Fusionbox email or at (303)952-7490. Click here to check out his expert SEO blog.

In the context of being a recent initiative of the Indian market, which connects the "Next" What is it? "And Aamir Khan

http://www.aamirkhan.com/

Sneak Preview - Use social marketing to connect with Millions of Customers

service marketing zeithaml

Six Sigma SERVQUAL

Introduction: Background and Issues Six Sigma

Six Sigma is the application practical equivalent of a theoretical statistical measure to 3.4 defects per million opportunities at a position of near-zero defects in any process or service. Their achievement is one measure of the highest quality and is based on the ideology that almost all errors are preventable (Behar et al, 1994). Originally from Motorola Inc. in 1985 as a response to pressures to improve considerably the quality of threat of Japanese competition (Harry and Schroeder, 2000), quickly gained many followers, in particular, GE, Allied Signal, Ford Motor Company, etc. and, more recently, attention has shifted to service environments.

Bob Galvin, former CEO of Motorola, said the lack of investment in the initial non-production areas of the company for four years was a mistake cost the company more than $ 5 million (Basu and writing 2003, p. 43). However, organizations have established six initiatives in Sigma frameworks for successful transactions, the testimony of Six Sigma in services triumphs from American Express and PriceWaterhouseCoopers to local departments of the NHS.

The Nature of Six Sigma and quality objectives

As indicated in Lagrán & Lagrán (2003) six basic principles forming the basis of quality management, are material Common measured by many quality awards recognized (eg price of the Malcolm Baldrige Quality Swedish Quality Award, etc.) and form the basis of the ideas presented by distinguished authors in this area (eg Dale, 1999, World Bank, 2000, etc..) The six core values are --

1. Orientation Customer

2. Leadership Commitment

3. Participation in all

Continuous Improvement 4.

5. Data Management

6. Process Guidance

Six Sigma methodologies covering all these areas and thus in a sense is not revolutionary, but focus on the management of resources and efforts towards the objectives defined, targeted with prescribed procedure, it is clear and firm to implement in organizations. But research indicates that there is a strong positive relationship between the setting of a challenging, measurable, specific objectives (Performance White & Locke, 1981). Linderman et al (2001) argues that it is a fundamental Six Sigma success. Thus, Six Sigma can be successful in a way could not act - ACT has often been criticized for its low - "It is very difficult to motivate and justify what appears to be a circular track on several occasions when they really need is a spiral process that advances with each revolution, "said Tennant (2001, p 35) as against the clear objectives of TQM.

The common objective of Six Sigma organizations is to reduce costs by eliminating defects (Greatbanks, Conferencia-18/11/03).

The costs of defects

They say as Six Sigma is applied through the processes that affect customer satisfaction and efficiency of the organization to reduce costs (Eckes, 2003, p. 3). Costs are as follows Partner Services

Check the service costs · default error is detected by the client and has attracted the attention of the correct server, for example, found a hair in the soup in a restaurant, the soup should be replaced.

· Costs of failure Nonverifyable / difficult to measure "hidden" costs that are not reported, for example, People rarely complain and request a refund if they attend a theater production bad.

Questions include the image and good will decrease because of negative rumors and costs associated with recovering a lost customer (3-5 times more expensive to attract new) without a loyal customer of a service organization would be economically very unstable.

· Failed internal costs costs to correct defects discovered by the producer before joining the client for example, some excess reserves for a trip: the service provider must 2 minibuses to the pound instead of one.

"Often, the internal failures result higher turnover of staff and lower morale, which in turn leads to recruitment costs and training costs to rectify the obvious problem.

(Heskett et al, 1990, p76)

The costs of poor quality (COPQ) corresponds to sigma levels, for example, Six Sigma has been reached, is COPQ less than 1% of the cost of sales, while operating at three sigma levels, many companies, COPQ equivalent to a rate of about 25-30% Cost of sales (Basu and Wright, 2002, p39). This shows what a powerful tool Six Sigma can be in reducing costs.

Six Sigma is highly relevant for services as has been demonstrated that the cost of quality in service are large organizations with regard Manufacturing (Asher, 1987)

The nature of services

Services are notorious for waste, inefficiency and variability (George, 2003, P3), and as basic service delivery is human, one might assume that clear goals and a change established system could motivate changes in the workforce. However, there are other issues that are rooted in the nature of services in this sense, how you can implement Six Sigma in this context.

Six Sigma was originally designed as part of the manufacturing enterprise. Importantly, the services of a different kind of physical products as regards the following:

Inseparable - The customer is involved in the actual production process, the service is delivered and consumed at once.
Ephemeral - immaterial being, the service can not be stored.
Heterogeneity - difficulties in the standardization of service for each customer every time.
(Ghobadi et al, 1994)

Quality of service

Quality is an important issue in services because of characteristics of indivisibility, the intangibility and perishability. What can be stored is intangible and can not be verified for defects before the "delivery" to customers. In addition, each person involved in the process of change brings with it different levels of expectations and levels of satisfaction, in addition to the unpredictable nature of human beings. It is the dominant role of human interaction in services so that expectations customers and create difficulties in understanding and implementation of quality initiatives (Behar & Gundersen (2001)).

The definition used for quality is the degree to which the goods or services meet or exceed customer expectations (Zeithaml, 1981). Satisfaction Customer should lead to repeat the use of service, even if the "zero defects" are the production targets and then 'stall Zero should be a sign of quality to come to the services (Reichheld & Sasser, 1990). Thus, the stage of the Six Sigma methodology to identify areas related to the optimization of customer satisfaction should be focused on. However, it is important to note that this in itself may be confusing and difficult feat.

Six Sigma for total customer satisfaction in service (Erwin, 2000).

As illustrated in Behara et al (1994, p12) customer satisfaction is a multistep process, where satisfaction levels increase as the various facets Service are exposed to clients. These questions cover a wide range of ethical business practices to respond quickly to a well - informed, etc. For example, no matter how fresh and tasty for a hamburger at McDonald's is for a client that has problems with low morale wages of their employees, compliance is not achieved. The key concept is that customers of different models of trust elements involved and it is therefore possible to zero customer defections? Not everyone likes the same things and thinks the same and therefore the provider should focus on items that please the majority alone.

In addition, since services are intangible, there are major problems as quality, as we shall see, what constitutes quality may be different for individuals based on their perceptions and past experiences and So what defines default services? Often this will be an obvious problem of simply delivering what was promised, however, in most cases the dependence on reviews, complaints and measurement (as shown in the case study) will be used to illuminate the issues. Six Sigma measures advocated Such variables as the only way to better understand the gaps in service.

Impact Services

Use quality programs in the relatively high in the service environment, for example, Robinson (2003) found that 90% of equipment Sports and Recreation managed by local authorities to implement a quality system, however, indicates that the type of quality systems services is much less "technical" function (eg statistical process control, experimental design, quality circles and Failure Mode and Effect Analysis-FMEA) to those found in manufacturing and more in tune with the "softer" cultural issues and creating an environment by trained and effective processes not (Lagrán & LaGran, 2003). But, as Tennant (2001, p36) so eloquently puts it is not the goal of Six Sigma Six Sigma tools and has the power to cut the ice when the hot air has contributed little in the past. "

Six Sigma is mainly based on statistical analysis, the services traditionally been a minimum of data and revision techniques so that this small obstacle can plumb. In addition many people are afraid to use parameters and does not connect to services. Breyfogle (quoted in Smith, www.qualitydigest.com) explains: "They (services) do not appreciate the importance of creating meaningful measures that give an idea of how to conduct their business processes in time. This can cause a fire variability common cause as a cause, even if they were special. "Argues that only the use of statistical control charts to enable services that focus on prevention rather than reacting to problems. The monitoring process is the only way the wording assumptions subjective reasons error with this and one of the Six Sigma principles.

It is this fear of parameters justified? Many scholars have addressed the problem of applying statistical techniques to environments that do not manufacture, for example, Deming (1987, C7) gives a long list of measures in the service industries where PAC or similar may be applied. It is observed by Oakland (1989, P226) that "The facts are the facts ... if the figures correspond to defects or errors in the billing information on configuring the equipment, the variables process, prices, quantities, discounts, customers or supply points is irrelevant, the techniques can still be used. "Inference is that statistics can be transferred to services, it is rare, however, that problems and issues are documented in the literature (success stories only) This does not mean, however, implicitly these problems do not exist (Wood, 1994). Which often involve creativity and the style to apply statistical techniques to services in a way that causes real understanding of what reality is through digital representation.

Health Studies Case

(Kooy, et al, 2002)

The following example is simplified and divided into the common methodology to illustrate how DMAIC Six Sigma for services.

Background

VirtuaHealth In June 2001, an organization of 4 hospitals in New Jersey, United States, has assembled a team of internal staff, including members of frontline staff and project manager of Six Sigma (Black Belt formed by GE Medical Systems), with the aim of "ensuring the safety and capacity effective acute anticoagulation.

The project will focus on the drug heparin (an anticoagulant), which is used for Treatment and prevention of thromboembolic disease (blockages in the veins). Patients given heparin within 24 hours of troubleshooting is a reduction significant future problems, but there were no side effects is also involved in treatment with heparin, including bleeding (thromboctopenia) protocol and threaten life and limb thrombosis. Therefore, a weight basis was used to administer the correct dose drugs.

DEFINE

Team identified (ie patient customers) requirements and benefits process and prevent or treat anemia and thromboctopenia during treatment.

These 2 attributes are defined as follows --

Anemia decrease in hemoglobin of at least 1 g / dl per day (and the final value of less than 12 g / dl)
Thrombocytopenia-50% drop counts platelets (which allows the blood to clot) or a total of fewer than 100,000.

- The emergence of these attributes has been considered outside the "therapeutic" range. "

Acceptable practice is defined as the recognition of the reduction phase of monitoring and measures taken by the physician to stop treatment with heparin or any other measure.

MEASURE

Databases use equipment and pharmacy and laboratory manual data to measure current performance. Among the 815 patients who received therapeutic doses the last 6 months, 18% were subtherapeutic and 35% were supra-therapeutic.

The team built a high level plan to understand the process improving the flow of activities involved in managing and monitoring of heparin (This is the service component).

Time management using drugs for performance monitoring was 8.5hrs, which was considered later, but acceptable, however, was the amount of variation in the average is causing problems. Samples are developing principles could lead to adjustments in medication based on the results of state who is not stable, while those done too late could lead to an unacceptable rate of diffusion of the drug to administer.

ANALYZE

This phase is to identify the factors driving the result. Obstacles to the success of each step was identified and a process rather detailed, was written (including laboratory and cycles in the pharmacy), a total of 92 measures were identified to achieve the end adjustment of the first dose.

Many problems have been identified. The stage of completion has been down to remind staff to act, often hours after the activation of the event. It was concluded that the complexity of the system was hindering the performance and there were some elements of the system in place to help prevent problems. In particular, the first step-protocol based weight has rarely been followed in detail due to lack of time only 48% of patients were weighed at all (critical for accurate measurement of drugs) and other patients, where an estimated weight, 20% of estimates were over 10% off. Finally, growth each step was inconsistent and often there was uncertainty about who was responsible for different stages.

In summary, negative results are not due to deal with minor variation, but were associated with low-key break in the proceedings Delivery. The team concluded that, by simplifying the acute phase of the method of anticoagulation and error testing each step of the this Act as the greatest potential for continued safety.

IMPROVE

At this point, execution and measurement of changes in the process towards the desired performance is considered. The weight problem has been overcome through investment in beds that have been integrated scales, used in other hospital services with great success for the routine weighing. This problem had been "flying under the radar" for several years and was made explicit by the intervention of Six Sigma. This, together a record of Administration Weight-based heparin protocol noting the responsibility (given by the doctor to take in case of change nursery) to measure the return on the agreed time 6 hours. In addition, the new brewing machines that restrict the range of infusion based on the calculation of weight have been implemented to reduce the possibility due to limitations of nursing overdose.

CONTROL

Visible tables metric '(command control charts, run charts, reports, etc.) are used by the owner project to ensure compliance is maintained at optimum levels. Performance is also monitored on a monthly basis by an analyst of the local quality in the department of quality assurance in hospitals. Deviations must be reported and investigated in detail by the director of quality and Pharmacy and Therapeutics.

Commentary

An example of the public sector is used to show how Six Sigma can be extended to achieve the objectives which are essentially to reduce costs. Reducing defects and cost reduction are not mutually concepts in the short term. Customer has been replaced by the patient and reduces the cost of successful treatment. Although not explicitly, the case study showed that in the long term costs to be reduced by a small amount of administration time and research fault or compensation. Thus, all Six Sigma projects that long-term cost reduction, but not always (but mostly) the motivation application (as in the treatment of potentially fatal diseases).

The case study demonstrates the importance of measurement of all inputs on yield important to analyze how a process can be improved. Six Sigma emphasizes that as opposed to theoretical speculation, but is "management by facts, not emotion" (Randall, quoted in R. Erwin, 2001, p38)

Conclusion

Application to the influence of Six Sigma

Six Sigma is certainly more difficult to implement in a position to serve in the making. Although there is an objective process and some argue that the implementation in May with the specification limits May be something subjective and sometimes agencies spend time and money, adding that specifies a value that is not appropriate (Breyfogle et al, 2001 P196). This can be remedied by applying an analysis of measurement systems (MSA), however, noted that because of these problems, the services of key tasks May take longer than expected due to the determination of appropriate measurement systems. (Breyfogle et al, 2001, p196).

This does however, mean that Six Sigma is not useful or too difficult to implement, the degree of use and therefore the difficulty depends on the objectives Company. The methodology can be used to quickly make financial savings to the principles of the hanging of why currency transfers Flight problems fruit Breyfogle obvious 'low' in an organization. Instead, it can also serve as a model for organizational culture "Let every person at every level, has a passion for continuous improvement in the ultimate goal of achieving virtual perfection" (quoted in Basu and Wright, 2003, p3)

Reduced Quality?

Some authors also argue that different types service industry are not suitable for rigid methodology, as will avoid the many facets that create a great satisfaction customers. There is often a compromise between customer satisfaction and effective management of an enterprise. For example, a hairdresser may lose customers if you just tried to adapt to the cut in the largest possible number (assuming no decline in quality of haircuts) the client in circumstances like to be pampered for the barber to take time and a relaxed atmosphere to be received. Powell (1995) found that success Resources Human has received more intangible assets, such as open culture, employee empowerment and commitment towards improving measurement, process improvement and benchmarking

This is also linked to the notion of reduction variability and increasing lower default efficiency. Although primarily based on the quality of manufacturing, some services using this way, for example, mechanization of "Have a nice day" script in the fast food chains, etc. It is important to note that this does not lead to customer satisfaction in these areas.

Process or objective?

Behara et al (1995) argue that in the early 1990s, companies in the United States (summary of all industries) operated by about three to four Sigma levels of quality. The question is whether companies need to achieve Six Sigma level and is in its interest to do so? It was originally in May believe that zero defects and total customer satisfaction is the ultimate goal that all companies should seek to (except for motivation) and transmitted by the principles of Crosby. However, the understanding of the traditional compromise between costs and avoid service outages adds different perspective. This concept is based on the premise that prevention costs mistakes increase the level of quality increases, in effect, the ratio increases exponential cost of prevention only incremental increase quality. Thus, the goal of quality managers should strive to be less than 100% and the dependent variable for different departments of its kind. (Heskett et al, 1990).

Six Sigma not necessarily be achieved (Hammer & Goding, 2001), only the methodology and understanding of optimal levels of cost reductions in general must be understood and defined goal.

Fashion?

Among the literature, some authors argued that Six Sigma is the latest fad, and it is a "repackaging" of what has preceded href = "http://www.qualitydigest.com"> (www.qualitydigest.com Dushara).

The Six Sigma challenge is to overcome fatigue "innovation" (quoted in Basu and Wright, 2003) which may cause loss of interest in the initiative. It has been demonstrated by Turner (1993) that any quality initiative has to be reinvented regularly to maintain levels of employee motivation and retention and application of a quality program is about 2.5 years.

Improvement initiatives often give up their initial success and not capture the dynamics of real change in the organization standing for various hidden reasons. "Six Sigma is a quality approach adopting a systemic approach to improving quality and service client to improve the bottom line "(Basu and Wright, 2003, p2) The main concept for the moment is the 'bottom' or return of property, the key measure success. This is a historic step that can only announce the results after it is too late to influence it. Evaluations regular in many cases, this may be too late and the training should be taken to allow the flexibility to respond to pressures Miscellaneous. The control variable "of the DMAIC methodology should ensure longevity and flexibility DMADV (Define, Measure, Analyze, design, verify) methodology will update and maintain the process as well. Thus, the question of whether Six Sigma is a fad or here to stay will be answered over time.

Alternatives and improvements

It is also worth mentioning how Six Sigma has developed and developed to illustrate their evolution as a company, particularly in services. Lean Six Sigma focuses on maximizing tools speed the process and provides an analysis the delay time and the process flow for activities (George, 2003). It aims to reduce work in progress and residues on the proceedings. Sigma Fit (Basu and Wright, 2003) adds an element of sustainability and does not focus on the perfect target of 3.4 defects per million, but anyone is entitled "Fit" is for the organization.

Finally Human Sigma is not so much on eliminating mistakes, and not on reducing the variance of employees and results of key clients, assuming that the variation in the amounts raised for inefficient management. (Coffman, 2003). It seems that many modifications and variations in quality initiatives are implemented by the fact that organizations, especially the services are different in its structure, ethics, goals, etc. It seems to correspond best model "and what is the situation of the company to choose one that suits you best.

As discussed in this essay, there are many issues to consider when assessing whether the application of Six Sigma in services. They range from how to define quality, said the cost of poor quality, applying statistical techniques to assess the situation, decides sigma level to be optimal for the utility industry exploitation, particularly so in spite of these considerations is the view as Six Sigma is a useful tool, perhaps one reason it has been criticized is that people adopted a too literal interpretation

It offers businesses a common metric that can be used over and the organization of production to customer satisfaction. It presents also the one with the ability to compare results year after year benchmarks rival firms and to set trends business. Overall, a sigma represents the highest fewer errors and greater customer satisfaction (Behar et al, 1994).

The facts are that in the business world, but the results that count in that Six Sigma has been a great success (Hammer & Goding, 2001)

REFERENCES

Asher, JM (1987), "Cost of Quality in the Industry services ", International Journal of Quality and reliability management, 5:5, PP38-46.

Bank, J. (2000), the essence of Total Quality Management, FT / Prentice Hall, Harlow.

Basu, R. & Wright, JN (2003), Beyond Six Sigma Quality, Butterworth-Heinemann, Oxford.

Behara, RS, Gundersen, DE (2001), analysis of management practices of service quality, International Journal of Quality and Reliability Management. 18:6, pp584-603.

Behara, RS, Fontenot, GF, Greysham, A. (1994), "Customer satisfaction and analysis using six sigma ", International Journal of quality and reliability in Management, 12:3, PP9-18.

Dale, BG (1999), Quality Management, Blackwell Publishers, Oxford.

Deming, WE (1986), out of the crisis, Cambridge University Press, Cambridge.

Eckes, G. (2003) Six Sigma for Everyone, John Wiley & Sons, New Jersey.

George, ML (2003), Lean Six Sigma for Service, McGraw Hill, USA.

Ghobadi, A., Speller, S. Jones, M., "Service Quality-Concepts and Models", International Journal of Quality and reliability management, 11:9, pp43-66.

Hammer, M., Goding, J. (2001), "Six Sigma in perspective," quality 40:10, PP58.

Harry, MJ, Schroeder, R. (2000) Six Sigma: The Breakthrough Management Strategy Revolution in the world of Top Companies, Doubleday, NY.

Heskett, JL, Earlsasser, W. Hart, CWL (1990), advances from changing the rules of the game, Inc. U.S. Macmillon.

Kooy MV, Edell L, Melchiorre-Scheckner, H. (2002) "Using Six Sigma to improve Saftely and effectiveness of heparin anticoagulation acute clinical results Journal of Management, 9:8 pp445-453.

LaGran, Dispute S. Lagran, Y. (2003) "Managing service quality in values, practices and results" Quality Management Service, 13:5, pp370-381.

Linderman K, Schroeder RG, Zaheer S, Choo, AS (2001), "Six Sigma goal theoretical perspective ", Journal of Operations Management, 21:2, pp193-203.

McAdam, R., Canning, N. (2001), "ISO in the service sector: perceptions of small professional firms ", Service Quality Management, 11:2, pp80-92.

Oakland, JS (1989) Total Quality Management, Heinemann Professional, Oxford.

Powell, TC (1995), "Total Quality Management as competitive advantage: A review and an empirical study ", Strategic Management Journal, 16:1, pp15-37.

Reichheld, F., Sasser, W. (1990), "Zero Defections: Quality in services. "Harvard Business Review, September-October, pp105-11.

Robinson, L. (2003), "Committed with good quality: the use of quality systems in public recreation in the United Kingdom ", Service Quality Management, 12:3, pp247-55.

Turner, JR, (! 999), the draft manual based management: improving the process of achieving strategic objectives. 2nd ed. , McGraw Hill, London.

White, FM, Locke, EA (1981), "Determinants of perception of high productivity and low in three groups work: a study of critical incidents ", Journal of Management Studies, 18, pp375-387.

Wood, M. (1994), "Statistical Methods for Monitoring Service Processes ", International Business, 5:4, pp53-69.

Zeithaml, VA (1981). "How the assessment process differ between goods and services consumption "in Donnelly, J. and George, W. (eds) Services Marketing. American Marketing Association, Chicago, pp186-190.

WEB PAGES

Coffman, C. (2003), HumanSigma, management of human differences. Gallup Management Journal.

Duch, D., "Survey: Six Sigma packs a punch."

Erwin, J. (2001), "Flawless" world-class, Jan ed.

Erwin, J. (2000), "to achieve total customer satisfaction through Six Sigma" European quality.

Smith, K., "Six Sigma for the services sector "

About the Author

http://www.study-aids.co.uk

Valarie Zeithaml | UNC Kenan-Flagler Professor