12–1. 12–2 Chapter Twelve Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.
Service quality Unit 11 & Chapter 6. Ever wonder what 99.9% meant? Is a goal of 99.9% good enough? 1 hour of unsafe drinking water every month 2 unsafe.
Malcolm Baldrige National Quality Award (MBNQA)
