2023-06-07 22:00:00
Page 3 to 11: Start Pages | Page 7: Florence Gillet-Goinard and Bernard Seno – Acknowledgments | Page 8 to 9: Florence Gillet-Goinard and Bernard Seno – Foreword | Page 12 to 13: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 14 to 17: Florence Gillet-Goinard and Bernard Seno – Tool 1. The cost of obtaining quality | Page 18 to 19: Florence Gillet-Goinard and Bernard Seno – Tool 2. Customer satisfaction survey | Page 20 to 21: Florence Gillet-Goinard and Bernard Seno – Tool 3: NPS (Net Promoter Score) | Page 22 to 23: Florence Gillet-Goinard and Bernard Seno – Tool 4: The internal customer-supplier relationship | Page 24 to 25: Florence Gillet-Goinard and Bernard Seno – Tool 5: Customer satisfaction mapping | Page 26 to 27: Florence Gillet-Goinard and Bernard Seno – Tool 6: The dysfunction sheet | Page 28 to 31: Florence Gillet-Goinard and Bernard Seno – Tool 7: Process analysis | Page 32 to 35: Florence Gillet-Goinard and Bernard Seno – Tool 8: Blank audit | Page 36 to 37: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 38 to 41: Florence Gillet-Goinard and Bernard Seno – Tool 9: Quality policy | Page 42 to 43: Florence Gillet-Goinard and Bernard Seno – Tool 10: The Balanced Scorecard (BSC) | Page 44 to 45: Florence Gillet-Goinard and Bernard Seno – Tool 11: Table showing the breakdown of quality objectives by process | Page 46 to 49: Florence Gillet-Goinard and Bernard Seno – Tool 12: The action plan | Page 50 to 53: Florence Gillet-Goinard and Bernard Seno – Tool 13: The quality dashboard | Page 54 to 55: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 56 to 57: Florence Gillet-Goinard and Bernard Seno – Tool 14: The quality manual | Page 58 to 61: Florence Gillet-Goinard and Bernard Seno – Tool 15: Procedures | Page 62 to 63: Florence Gillet-Goinard and Bernard Seno – Tool 16: Work instructions or operating methods | Page 64 to 65: Florence Gillet-Goinard and Bernard Seno – Tool 17: The checklist | Page 66 to 67: Florence Gillet-Goinard and Bernard Seno – Tool 18: The table of records | Page 68 to 69: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 70 to 73: Florence Gillet-Goinard and Bernard Seno – Tool 19: The ISO 9001 V2015 standard and certification | Page 74 to 75: Florence Gillet-Goinard and Bernard Seno – Tool 20: The customer and interested party table | Page 76 to 77: Florence Gillet-Goinard and Bernard Seno – Tool 21: SWOT context analysis | Page 78 to 79: Florence Gillet-Goinard and Bernard Seno – Tool 22: Knowledge management | Page 80 to 81: Florence Gillet-Goinard and Bernard Seno – Tool 23: Mapping quality risks | Page 82 to 83: Florence Gillet-Goinard and Bernard Seno – Tool 24: Management review | Page 84 to 85: Florence Gillet-Goinard and Bernard Seno – Tool 25: Internal audits | Page 86 to 87: Florence Gillet-Goinard and Bernard Seno – Tool 26: The ISO 9001 Certification action plan | Page 88 to 89: Florence Gillet-Goinard and Bernard Seno – Tool 27: The QMS progress sheet (change control) | Page 90 to 91: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 92 to 93: Florence Gillet-Goinard and Bernard Seno – Tool 28: Process mapping | Page 94 to 97: Florence Gillet-Goinard and Bernard Seno – Tool 29: The process identity sheet | Page 98 to 99: Florence Gillet-Goinard and Bernard Seno – Tool 30: The function/process contribution matrix | Page 100 to 101: Florence Gillet-Goinard and Bernard Seno – Tool 31: The strategy/process alignment matrix | Page 102 to 103: Florence Gillet-Goinard and Bernard Seno – Tool 32: The process/expectations alignment matrix | Page 104 to 107: Florence Gillet-Goinard and Bernard Seno – Tool 33: Analyzing the value of the process | Page 108 to 111: Florence Gillet-Goinard and Bernard Seno – Tool 34: Process review | Page 112 to 115: Florence Gillet-Goinard and Bernard Seno – Tool 35: Measuring process maturity | Page 116 to 117: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 118 to 119: Florence Gillet-Goinard and Bernard Seno – Tool 36: The Pareto diagram | Page 120 to 121: Florence Gillet-Goinard and Bernard Seno – Tool 37: The QQOQCCP or quintilian system | Page 122 to 125: Florence Gillet-Goinard and Bernard Seno – Tool 38: The 5M or cause-effect diagram | Page 126 to 129: Florence Gillet-Goinard and Bernard Seno – Tool 39: The decision grid | Page 130 to 131: Florence Gillet-Goinard and Bernard Seno – Tool 40: QRQC (Quick Response Quality Control) | Page 132 to 133: Florence Gillet-Goinard and Bernard Seno – Tool 41: Corrective and preventive action sheet | Page 134 to 135: Florence Gillet-Goinard and Bernard Seno – Tool 42: The E/C/D logic | Page 136 to 137: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 138 to 139: Florence Gillet-Goinard and Bernard Seno – Tool 43: The free interview | Page 140 to 141: Florence Gillet-Goinard and Bernard Seno – Tool 44: The diagram of customer expectations | Page 142 to 143: Florence Gillet-Goinard and Bernard Seno – Tool 45: The Kano diagram | Page 144 to 145: Florence Gillet-Goinard and Bernard Seno – Tool 46: The customer journey and experience | Page 146 to 147: Florence Gillet-Goinard and Bernard Seno – Tool 47: Handling customer complaints | Page 148 to 149: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 150 to 151: Florence Gillet-Goinard and Bernard Seno – Tool 48: Functional analysis of the product | Page 152 to 153: Florence Gillet-Goinard and Bernard Seno – Tool 49: FMEA produced | Page 154 to 155: Florence Gillet-Goinard and Bernard Seno – Tool 50: FMECA process | Page 156 to 157: Florence Gillet-Goinard and Bernard Seno – Tool 51: SPC (Statistical Process Control) | Page 158 to 159: Florence Gillet-Goinard and Bernard Seno – Tool 52: Capability calculation | Page 160 to 161: Florence Gillet-Goinard and Bernard Seno – Tool 53: The control or monitoring plan | Page 162 to 163: Florence Gillet-Goinard and Bernard Seno – Tool 54: The poka yoke | Page 164 to 165: Florence Gillet-Goinard and Bernard Seno – Tool 55: The 5S | Page 166 to 167: Florence Gillet-Goinard and Bernard Seno – Tool 56: Selecting and monitoring suppliers | Page 168 to 169: Florence Gillet-Goinard and Bernard Seno – Presentation | Page 170 to 171: Florence Gillet-Goinard and Bernard Seno – Tool 57: Typological analysis of staff | Page 172 to 173: Florence Gillet-Goinard and Bernard Seno – Tool 58: SONCAS | Page 174 to 175: Florence Gillet-Goinard and Bernard Seno – Tool 59: The SVP grid | Page 176 to 177: Florence Gillet-Goinard and Bernard Seno – Tool 60: The gain-loss balance | Page 178 to 181: Florence Gillet-Goinard and Bernard Seno – Tool 61: The communication plan | Page 182 to 183: Florence Gillet-Goinard and Bernard Seno – Tool 62: The quality news flash | Page 184 to 185: Florence Gillet-Goinard and Bernard Seno – Tool 63: The game: “Who wants to improve quality?” » | Page 186 to 187: Florence Gillet-Goinard and Bernard Seno – Tool 64: The 7 key reflexes | Page 188 to 189: Florence Gillet-Goinard and Bernard Seno – Tool 65: The coat of arms of quality | Page 190 to 191: Florence Gillet-Goinard and Bernard Seno – Tool 66: The quality forum | Page 192 to 193: Florence Gillet-Goinard and Bernard Seno – Tool 67: The worksite-minute | Page 194 to 195: Florence Gillet-Goinard and Bernard Seno – Tool 68: A challenge and/or an objective | Page 197: Bibliography | Page 199 to 200: Ending pages.
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