TY  - BOOK
AU  - Yang,Kai
TI  - Voice of the customer: capture and analysis 
T2  - Six sigma operational methods series
SN  - 0071465448
U1  - 658.562 
PY  - 2008///
CY  - New York
PB  - McGraw-Hill
KW  - Administración de la producción
KW  - Métodos estadísticos
KW  - Control de calidad
KW  - Six Sigma (Normas de control de calidad)
N1  - Incluye bibliografía; Value, innovation, and the voice of the customer -- The product development process -- Customer value and the voice of the customer -- Customer survey design, administration, and analysis -- Proactive customer information gathering : ethnographic methods -- VOC data processing -- Quality Function Deployment (QFD) -- Customer value creation by brand development -- Value engineering -- Customer value creation through creative design (TRIZ) -- Statistical basics and six sigma metrics
UR  - http://www.loc.gov/catdir/toc/ecip085/2007047794.html
ER  -