Beyond total quality management : toward the emerging paradigm
by Greg Bounds [and others]
McGraw-Hill, 1994
 Buku Teks
George, Michael L., author
Lean six sigma for service : how to use lean speed and six sigma quality to improve services and transactions/Michael L. George
McGraw-Hill, 2003
 Buku Teks
Alwin Muhaimin, author
Analisis kinerja layanan dari penerapan managed services divisi IT service operation menggunakan pendekatan servqual: studi kasus PT. ABC = Service quality analysis of managed services implementation IT service operation division using servqual approach case study PT. ABC / Alwin Muhaimin
2017
 UI - Tesis (Membership)
Fadhly Radite Adryan, author
Peningkatan kualitas layanan sistem informasi dengan integrasi metodologi service quality kano quality function deployment dan system dynamics : studi kasus Divisi Global Service Assurance PT Telekomunikasi Indonesia Internasional = The quality improvement of information systems services by integration of service quality kano quality function deployment and system dynamics methodology : a case study of Global Service Assurance Division in PT Telekomunikasi Indonesia internasional
Fakultas Ilmu Komputer Universitas Indonesia, 2013
 UI - Tugas Akhir
Sagala, Jakson Harianto Johannes, author
Analisa strategi penerapan teknologi end to end qos (quality of service) untuk peningkatan kinerja jaringan dan pengembangan bisnis layanan data = Strategy analysis of end to end qos (quality of service) technology implementation for network quality imptovement and data services business development
Fakultas Teknik Universitas Indonesia, 2014
 UI - Tesis (Membership)
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