Yang  <br/><br/>
Voice of the customer : capture and analysis  
/ Kai Yang. 
 - New York  McGraw-Hill  2008. 
 - xi, 416p.  ill.  24cm 
<br/><br/> Includes index p.403 - 416 
<br/><br/><label>ISBN: </label>9780071465441  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Production management--Statistical methods<br/>Quality control--Statistical methods<br/>Six sigma (Quality control standard)
<br/><br/><label>Dewey Class. No.: </label>658.4013 YAN 2008