For the interested reader
- Gilchrist W G (1993a), ‘Modelling failure modes and effects analysis’, Quality and Reliability Management, 10, pp 16–23.
- Gilchrist W G (1993b), ‘Modelling capability’, J. Opl. Res. Soc., 44, pp 909–24.
- Gilchrist W G (1993c), ‘Capability of the customer supplier chain’, in Quality and its applications, (ed: Chan J F L), 587–92 Penshaw Press, Sunderland, UK.
- Hauser J R and Clausing D (1988), ‘The house of quality’, Harvard Business Review, May-June.
- Joiner B (1994), Fourth generation management, McGraw Hill Ltd, New York.
- Oakland J S (1993), Total Quality Management (2nd edition), Butterworth-Heineman, Oxford.
- Whittle S and Foster M (1989) ‘Customer profiling: Getting into your customers shoes’, Management Decision (MGD), 27, pp 27–30.