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2. | Fitzsimmons, James A.、Fitzsimmons, Mona J.(2004)。Service Management: Operations, Strategy, and Information Technology。New York:McGraw-Hill/Irwin。 |
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5. | 簡聰海(1998)。全面品質管理。臺北:高立圖書有限公司。 延伸查詢 |
6. | 鍾漢清(2000)。轉危為安:戴明管理14要點的理念與實踐。天下出版社。 延伸查詢 |
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12. | Mizuno, S.、Y. Alcao(1994)。OFD: The Customer-Driven Approach to Quality Planning Development。Tokyo, Japan。 |