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The author begins with the basics of design of experiments: experiment, design and analysis. Then a brief (lovely) review of statistical inference follows; including: Estimation, test of hypothesis, power function and some easy applications.
In the following chapters almost all statistical methods are presented; among others: single factor experiments, randomized block and latin square, factorial experiments, nested, experiments of two or more factors, 2^f -, 3^f factorials, split plot design, Taguchi, regression and finally miscellaneous topics including covariance analysis, response-surface experimentation and more.
After each chapter there are problems and answers to odd-numbered problems can be found at the end of the book. Included is a practical summery with all methods presented in one table. Additionally you find a glossary of terms used in statisics, statistical tables and an index.
The examples in the book are analysed using SAS. Knowing that S-Plus is much easier to handle (and knowing that SAS is frequently used in the industry), this is very useful.
The mathematics used is easy, but - as mentioned in the preface - the fundamental concepts of statistical inference must be known.
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There are many good ideas and rules that can be applied to any business and that will translate in an improvement in customer service.
On the other hand, as each of the procedures and systems are described by the people participating in them, I feel it is a parcial story. We have only the good side, the benefits and the final stages. What I miss is the process to reach the actual situation.
If I would like to implement some of the ideas presented in the book, what would be the problems I might face ? We can also learn from the failures that these companies surely had when implementing their systems.
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A better editor and supplementary manuals (step-by-step explanation of concepts and formulas, SPSS instruction, etc.) would be a big help.
My recommendation would be to find another book from which you will learn statistics.