List of Exhibits | vii | (2) | |||
Preface | ix | (2) | |||
Introduction | xi | ||||
What Is Integrated Performance Assurance? | xii | (2) | |||
What You Will Find in This Book | xiv | ||||
Structure | xiv | (1) | |||
Case Studies | xiv | ||||
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APPENDIXES | 83 | (94) | |||
Appendix A IPA Value in Business Sectors | 83 | (10) | |||
Appendix B Case History Arguments for IPA | 93 | (6) | |||
Appendix C Organization-Specific Variables to Consider | 99 | (8) | |||
Appendix D Integrating the ISO 9000 and 14000 Families of Standards With IPA | 107 | (4) | |||
Appendix E Creating Performance Metrics | 111 | (8) | |||
Appendix F Company Survey | 119 | (4) | |||
Appendix G IPA Presentations to Management | 123 | (18) | |||
Appendix H Sample Training Presentations | 141 | (34) | |||
Appendix I Internet Addresses (URLs) for Companies and Organizations | 175 | (2) | |||
Index | 177 |
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