1. (The) American Society for Quality (2005), Six Sigma Forum Magazine, June, available at: www.asq.org/sixsigma/terms/q.html.
2. Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M. and Walden, D. (1993), “Kano's methods for understanding customer‐defined quality”, The Center for Quality of Management Journal, Special Issue, Vol. 2 No. 4, pp. 1‐37.
3. Quality Function Deployment: A Comprehensive Review of Its Concepts and Methods
4. The Voice of the Customer
5. Hauser, J.R. and Clausing, D. (1988), “The house of quality”, Harvard Business Review, Vol. 66, pp. 63‐73.