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1 21 HP /7 Humanware ConsultingK.K 1

2 /7 Humanware ConsultingK.K 2

3 20 21 IT 2000/7 Humanware ConsultingK.K 3

4 2000/7 Humanware ConsultingK.K 4

5 4 2000/7 Humanware ConsultingK.K 5

6 /7 Humanware ConsultingK.K 6

7 M E 2000/7 Humanware ConsultingK.K 7

8 /7 Humanware ConsultingK.K 8

9 STD MBNQA CS JQA 2000/7 Humanware ConsultingK.K 9

10 988 Motorola, Westinghouse Electric Milliken Xerox Business Products & Systems Cadillac Motor, Federal EXP, IBM Rochester 991 Solectron Motorola ATT Network System G, Ritz-Carlton, Texas Instrument Ames Rubber, Eastman Chemical ATT Card Services, Consumer Comm Services Rank Xerox Matsushita Milliken D2-D Design, ICL Subsidiary 995 Coming Telecom Prod. Div. Texas Instruments Texas Instruments Dana Commertial Credit, Trident Precision 3M Dental Products, Merril Lynch Xerox Business Services, Solectron Boaing Aircraft & Tanker Program, Solar Turbines ST Microelectronics Inc. The Ritz-Carlton Hotel Sunny Fresh Foods Brdgestone SGS-Thomson Micoroelectronic TNT UK Ltd Schinderhof Beco Trading Co. Yellow Page, Volvo Car Gent, DiEU Danish Servitique Net. Intel Technology Texas Instrument SGC-Thompson Micloelestric Siemens Semiconductor Projek Lebuharaya Utara Selatan Baxter Healthcare Toyota Kodak, Avis Ford Motors, SmithKline, ABB NEC Integral Energy NEC Motorola Solectron Technology Ericson China Steel Taiwan Int'l Standard Electronics China Motor, Taisun Enterprise Victor Taichung Machinery, Lucent Technologies IBM, United Mictroelec Matsushita, General Semiconducto Bater Hhcare HDB Shganria Hotel KL Honeywell Yamaha Motor Subang Philips (Tuner Factory) ST Microelectronics PSA Corporation Jaya Medical Centre Integral Energy Noyce Lewyers Southern Pathology Mobiletron Flectronics 2000/7 Humanware ConsultingK.K 10

11 State of the Quality Organisation Recomate AB 2000/7 Humanware ConsultingK.K 11

12 /7 Humanware ConsultingK.K 12

13 2000/7 Humanware ConsultingK.K 13 IT IT

14 2000/7 Humanware ConsultingK.K 14

15 3 21 NACS 2000/7 Humanware ConsultingK.K 15

16 BIS /7 Humanware ConsultingK.K 16

17 BIS P&A purchase and assumption BIS BIS Bank of International Settlements 4 20% 50% /7 Humanware ConsultingK.K 17

18 B/S CFS etc 2000/7 Humanware ConsultingK.K 18

19 NACS /7 Humanware ConsultingK.K 19

20 NACS The National Association of Convenience Stores A NACS s BP - PMAA SIGMA API API HWC 2000/7 Humanware ConsultingK.K 20

21 PAGE Made in America MBQA 2000/7 Humanware ConsultingK.K 21

22 /7 Humanware ConsultingK.K 22

23 JQAC CS /7 Humanware ConsultingK.K 23

24 DIY CAT 2000/7 Humanware ConsultingK.K 24

25 CAT 150 CAT cat CAT CAT 110 CAT 200 CAT 100 CAT /7 Humanware ConsultingK.K 25

26 2000/7 Humanware ConsultingK.K 26 CVM 8 CAT CAT 1. 1.CAT1 CAT CAT2 CAT CAT3 CAT CAT4 CAT CAT5 CAT CAT6 CAT CAT7 CAT CAT8 CAT

27 2000/7 Humanware ConsultingK.K 27 JQAC CAT8.0 CAT CAT7.0 CAT CAT6.0 CAT CAT5.0 CAT CAT4.0 CAT CAT3.0 CAT CAT2.0 CAT CAT1.0 CAT

28 7.1 CAT1 CAT CAT4.0 CAT2 CAT3 CAT /7 Humanware ConsultingK.K 28

29 CVM 4 TQM CVM MB Managing Customer Value Bradley T.Gale

30 JQAC 2000/7 Humanware ConsultingK.K 30

31 2000/7 Humanware ConsultingK.K 31

32 2000/7 Humanware ConsultingK.K 32

33 PDCA 2000/7 Humanware ConsultingK.K 33

34 XYZ XYZGRP 2000/7 Humanware ConsultingK.K 34

35 CAT CAT1.1 CAT CAT3.1 CAT3.2 CAT4.2,3,4 CAT /7 Humanware ConsultingK.K 35

36 2000/7 Humanware ConsultingK.K 36

37 2000/7 Humanware ConsultingK.K JQAC 37

38 2000/7 Humanware ConsultingK.K 38

39 SS / X Y X Z 7.0 SS /7 Humanware ConsultingK.K 39

40 2000/7 Humanware ConsultingK.K 40

41 2000/7 Humanware ConsultingK.K 41

(Baldrige National Quality Program, BNQP) Malcolm Baldrige National Quality Award, MB (Quality of Management)

(Baldrige National Quality Program, BNQP) Malcolm Baldrige National Quality Award, MB (Quality of Management) (Baldrige National Quality Program, BNQP) Malcolm Baldrige National Quality Award, MB (Quality of Management) BNQP MB BNQP MB MB Adobe Acrobat BNQP Customer Satisfaction, Customer Forcus IBM, GE, Sony

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