Benchmarking: an International Journal
Business Process Management Journal
Benchmarking for Quality Management & Technology (archive only)
International Journal of Health Care Quality Assurance
International Journal of Quality & Reliability Management
International Journal of Quality Science (archive only)
Journal of Quality in Maintenance Engineering
Leadership in Health Services
Managing Service Quality
The TQM Magazine
Training for Quality (archive only)

• Annals of Operations Research subscription
Annals of Operations Research consists of a series of volumes dedicated to the presentation of the current level and of the main trends of the development of specific areas of the field. Each volume contains original manuscripts, survey articles, selected and tested computer programs, etc.

• APQC Centerview Electronic Newsletter
American Productivity and Quality Center
"... information about improving processes, leveraging knowledge, and increasing performance through benchmarking and best practices. It helps you stay up to date with the latest findings from our research, benchmarking issues, hot business process topics, important events, and more."

• Data Quality News / Data Quality Journal

• OR/MS
Institute for Operations Research and the Management Sciences
"The bi-monthly publication provides a comprehensive look at operations research and management science through news stories, feature articles, case studies, software reviews and surveys authored by recognized leaders in the field. Operations research and management science are interdisciplinary sciences aimed at solving operational and societal problems arising in all areas of industry, business and government."

• ORMS-Web
"Decision Sciences Web offers abstracts tables of content for thirteen ORMS."

• SAS Institute Inc.
Operations Research and Project Management Papers
Quality Improvement Papers

• FAQ -- Linear Programming
FAQ -- Nonlinear Programming
Optimization Technology Center of Northwestern University and Argonne National Laboratory

• The American National Standards Institute (ANSI) Reference Library

• Quality Definitions, Meanings, and Implications
Cornell University
(good overview and brief history)

• Six Sigma Implementation: Key Success Factors Revealed
PRN Newswire, February 12, 2025
"According to a report from benchmarking leader Best Practices LLC, successful Six-Sigma initiatives share three common characteristics: implementation teams led by senior executives, well-organized training programs, and the ability to create a corporate culture that values objective performance measurement. Companies that attempt to implement Six Sigma initiatives without addressing these three areas are far less likely to reap the rewards enjoyed by successful Six Sigma programs."

• The Leaking Coffee Pot "Incident" by Ian Clayton
Helpdesk Online, 19 April, 2000
"There are a number of 'best practice' models available to help us understand in more detail how and when to differentiate an incident from a problem, and what to do next to make sure it is properly addressed."

• It's Official: IT Adds Up by Marianne Kolbasuk McGee
Informationweek, April 17, 2025
"Economists agree that technology boosts productivity and is a significant factor in the expanding economy. Is more IT always good--and how long will the benefits last?"

! Why Re-engineer? Part 2: Operational Assessment by Dave Brown
Customer Support Management, March/April 2000

• Scholars Tout Benefits Of Activity-Based Costing by Katy Saldarini
Govexec.com, February 23, 2025
"Activity-based costing is an accounting tool designed to break down in detail the costs of all of an organization's activities. The assumption is that such detailed information will give managers the information they need—and have historically lacked—to make sound business decisions."

• Why Re-engineer? by Dave Brown
Customer Support Management, Jan/Feb 2000
a basic "what" and "why" primer on re-engineering and operations assessment of customer service
"But piling technology on top of existing processes which have not been designed to work with the technology, generally provides only incremental improvement (if any). It’s a curious fact that organizations that spend a lot of money "automating," often have not even looked at their core process model; and automating a poor process model usually leads to only limited improvement. The bigger improvement — the opportunity that comes from re-engineering the process and using technology to enable that new process — is frequently missed."

• Managers Have Needs Too, Ya Know: Sales Process by Barry Trailer
Sales & Field Force Automation, August, 1999
" … the value of process (the ability to share information and increase learning cycles), while recognizing that the process itself isn't correct and perfect. The process provides a standard by which we can all measure and keep track. With no common standard, everyone is measuring in his own separate units, so we can't compare information."

• The Road to Productivity by Kathryn E. Jackson, PhD.
Call Center Magazine, July 1999
"Many people speak of quality measurement and excellence in the call center, but few attack the topic of productivity measurement. Even fewer people want to discuss how to measure agent productivity."

• Quality Under Pressure by Don Blohowiak
Customer Edge, April 8, 2025

• The ISO 9000 Series of Certification
Call Center Solutions
July 1998
(links to International Organization for Standardization, Registrar Accreditation Board, and American National Standards Institute)

• INFORMS Online Bookstore
Institute for Operations Research and the Management Sciences

• Quality Press Bookstore
American Society for Quality