The ability to meet and exceed customer expectations is critical to the success of an organization. This course addresses various methods for measuring and improving our ability to meet and exceed these expectations, such as surveys, Six Sigma, TQM and TOC. A key component of the course is the development of the understanding of the cause-and-effect relationships related to quality and satisfaction. The second key component addresses how to ensure that the policies and measures of the organization are aligned with the achievement of its goal and customer satisfaction and quality. Prerequisite: OPS 6050.

( OPS 6050 )

1. Required Materials


1. Textbooks

NO TEXTBOOK REQUIRED


APA Manual
The APA Manual is a recommended textbook for all courses.
Effective July 1^st 2009, the 6th edition of the APA Manual is recommended for all courses.

NSU Bookstore
Textbooks and Case Studies may be purchased from the NSU Bookstore (located in the University Park Plaza) by calling 1-800-509-2665 or online at http://www.nsubooks.bkstore.com.

The NSU libraries comprise the Alvin Sherman Library, Research, and Information Technology Center, East Campus Branch Library, Health Professions Division Library, Law Library and Technology Center, North Miami Beach Branch Library, University School Library Media Centers, and the William S. Richardson Ocean Science Library. Students are strongly encouraged to visit one of the physical locations and/or take advantage of the vast electronic library available for research. For more information, please visit http://www.nova.edu/library.

Please note that all required and recommended materials should be referenced in APA style.