PSIM2
BS 1036 Quality Management in the Public Sector
Handbook
Lecture 1 What is Quality
Lecture 2 Customer Care- philosophy and procedures
Lecture 3 TQM Gurus- Part 1
Lecture 3a TQM Gurus- Part 2
Links to
TQM Gurus [DTI site]
Lecture 5 The SERVQUAL Questionnaire
SERVQUAL
program to download
VAASA
data to download
East Midlands data
data to download
Mike Hart's website
to access papers on Quality
Benchmarking
BS 1037 Research Methods and Statistics in the Public
Sector
Handbook
Lecture 1 Scientific Method
EZESTATS download and installation instructions
MICROSTATS
[ZIPped file to download]
Links to
STATS lectures [1-4]
EZESTATS originally
Samples and Sampling
EZESTATS originally
Principles of Questionnaire Construction
PowerPoint