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Burke, James P. Implementing Ethics in a Diverse Environment; Paper authored and delivered, February 1997, to Trust and Business Conference sponsored by DePaul University.


Delatore, J.P., Prell, E.M., and Vora, M.K. "Translating Customer Needs into Product Specifications." Quality Progress, Vol. 22, No. 1, 50-53, January 1989.


Heath, Terri S. Use Associations to Identify Clients, Crain's Chicago Business, August 13, 2001.


Heath, Terri S. The Intelligent Interface. TeleProfessional magazine, June 2000.


Heath, Terri S. Tips For Choosing a Call Center Site in Europe, Telemarketing & Call Center Solutions magazine, June 1998.


Heath, Terri S. Lands’ End Taps German MarketTelemarketing & Call Center Solutions magazine, January 1997.

 
Roberts, Harry V. and Bernard F. Sergesketter. Quality is Personal: A Foundation for Total Quality Management. The Free Press: New York, 1993.


Vora, M.K., Harthun, S.M., and Kingen, R.G. "ASQC Certification Committee Practices What It Preaches." Quality Progress, Vol. 26, No.11, 99-103, November 1993.

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