Monday, May 25, 2020

Brokers of Deceit by Rashid Khalidi - 1062 Words

Focus on Palestinian-Israeli conflicts in recent history, where Israel has won time after time and â€Å"the Palestinian people have been shattered and dispersed.† (p.xiii) 3 major patterns in US policy in the middle east have emerged: 1) the US can do as it likes because the Arab gulf states depend on the US in order to not be overthrown 2) ignoring other Arab gulf states wishes and opinions 3) ignoring the fate of the Palestinian people. Intent of the book is to show that USA has acted as a dishonest broker between Israel and the US, and has â€Å"instead acted as israel’s lawyer† (p.xxxvi) Palestinian human rights, peace processes, and their right to self-determination was not brought back up again until George hw bush took office in the 90s. Brokers of deceit is concise and easily accessible examination of how over more than thirty decades the U.S. has been gaming the peace process for it’s own benefit rather than to achieving a lasting and just peace between the Israeli and Palestinian people. Khalidi participated in peace negotiations in the 1990’s as an advisor so he cites original, unreleased documents showing American and Israeli positions. Khalidi says that the foundation of Americas long-term ongoing bias towards Israel is the Palestinians lack of a size-able domestic U.S. constituency. Finding justice for the Palestinian refugees displaced from their homes by Israel would require that Israel displace its own settlers that it encouraged to moveShow MoreRelatedThe New Middle East : The World After The Arab Spring2748 Words   |  11 Pagesthere s much consensus that the Middle East will be greatly impacted if the Israel-Palestine issue is resolved, there s also the belief that such a resolution won t happen soon. For instance, in his book, Brokers of Deceit: How the U.S. has Undermined Peace in the Middle East, Rashid Khalidi writes that the United States has and continues to act as Israel s lawyer and that therefore it has undermined a real attempt to arrive at a peace accord. That peace accord is a major issue in the changes the

Thursday, May 14, 2020

Volunteer Thank You - Free Essay Example

Sample details Pages: 3 Words: 841 Downloads: 7 Date added: 2019/05/06 Category Society Essay Level High school Tags: Volunteer Essay Did you like this example? Specific Purpose of Speech: to encourage my peers to sign up to volunteer with families affected by Neonatal Abstinence Syndrome Introduction Statistic: In 2014, 1,875 babies were born addicted to opioids in Ohio alone, and the number has been on the rise ever since, following the trend of the opioid epidemic (AthenaInsight). Reason for listening: Not only does NAS affect the families with a loved one affected by NAS, but it also affects all tax payers. The average length of NICU stay for a baby born with NAS is on average 26 days, costing the healthcare system on average $56 thousand dollars per baby (AthenaInsight) Credibility: After in depth research for the explanatory paper, I did additional research on the ways to combat NAS. Overview: I believe there are many ways that a college student can help combat NAS and I would like to present you different opportunities for you to get involved. Don’t waste time! Our writers will create an original "Volunteer Thank You" essay for you Create order Need Step: The rate of NAS births has increased substantially over the past few years, following the trend of the opioid addiction. I hope to help change the number of babies and families that are affected with NAS. Story of family friend born (and adopted) with NAS and how volunteers made an impact in her recovery. Body Because of the way my family friend, along with many other infants born with NAS, were aided through the recovery process from the help of volunteers, I believe that the first step to combating this disease is through the help of volunteers. There are many opportunities for volunteering in this process. Main Idea 1: Solution: Volunteering in the NICU of a local hospital Explanation: Many babies in the NICU for treatment of NAS are born very irritable and they need a lot of attention. Volunteers in the NICU can help feed and rock the infants. Infants are also swaddled to promote comfort and healing. Swaddling helps to decrease the clinical symptoms and limit the need for pharmaceuticals (NCBI). Supporting material: pictures of volunteers? Get a volunteers statement (CHECK UD LIBRARY) While NICU volunteers do help the healing process of newborns suffering with NAS, the work does not combat the problem itself. The problem stems from pregnant mothers misusing and abusing opioids and other forms of drugs, so what if volunteers focus their efforts at the root of the problem. Main Idea 2: Solution: Volunteers can help in womens shelters located within their community A child can be diagnosed with NAS until they are done breastfeeding. Narcotics and other forms of drugs can be transferred through the child in breast milk. It is important that breast feeding mothers stay clean during the time their child is breast feeding. Helping to educate the mothers can not only help to prevent their children from being born with NAS, but it can save the healthcare system millions of dollars every year. Supporting material: statistic, or graph about the number of mothers diagnosed as drug dependent during their pregnancy. I truly believe if we want to see a decreasing rate of NAS births that we should try to educate mothers first, to stop the problems before they occur. Programs should be started to help educate the mothers. Main Idea 3: Specific Example: Miami Valley Hospitals Promise to Hope Program MVH offers a support program for mothers during their pregnancy, and after their children are born. They provide transportation to doctors visits, information meetings, and support groups. Programs like these should be developed across the nation to increase the education of mothers about how their decisions can affect the health of their child and can, in the long term, cost them thousands of dollars through the course of the childs life combatting problems that started from their drug addiction. There are many ways that students and adults can help the trend of babies born with NAS. Conclusion Summary: IN CONCLUSION, students can volunteer in NICUs to help wean babies off of the opioids they were introduced to in the womb. Other options for volunteering include working with pregnant mothers and educated them about the choices they are making and how her and her childs health would benefit from going through rehab. Thesis: Volunteering with drug dependent mothers and babies diagnosed with NAS can help to combat the increase of NAS births in not only Ohio but the nation. Specific Action: I challenge you to get involved in your community, one that is heavily influenced by the opioid epidemic, and join me in fighting the numbers and helping to decrease the rate of NAS births. Benefit: I cannot do it alone, but with the help of many volunteers, we can make a difference in the lives of children and families affected by NAS. For anyone applying to medical school or other post undergraduate programs that require volunteer work, this is a great opportunity to get involved in your community and start getting volunteer hours. Call to Action: Display links to volunteer applications at Dayton Childrens and Miami Valley.

Wednesday, May 6, 2020

Field Attachment Report - 2692 Words

REPORT ON FIELD ATTACHEMENT AT AMOLATAR DISTRICT LOCAL GOVERNMENT BY AYEN MORIS OKUCU BEAS/31524/102/DU. ACADEMIC SUPERVISOR SIGNATURE †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ NAME †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ DATE †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ A FIELD ATTACHEMENT REPORT SUBMITTED TO KAMPALA INTERNATIONAL UNIVERSITY IN PARTIAL FULLFILMENT OF THE REQUIREMENT OF DEGEREE OF BACHELOR OF ECONOMICS AND APPLIED STASISTICS AUGUST 2012 DECLEARATION I, AYEN MORIS OKUCU declare that this report my own as a result of field training and has never been submitted to any institution of learning for any academic award. Signature †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Name †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. Date†¦show more content†¦5 CHAPTER TWO 6 MANAGEMENT OF THE INTERNSHIP TRAINING 6 2.0 INTRODUCTION. 6 2.1 POSITION HELD AT ORGANISATION. 6 2.2 DUTIE OF THE DEPARTMENT 6 2.3 RESPOSIBILTY ASSIGNED TO THE INTERNEE. 6 2.4 ROLE OF THE WORKPLACE SUPERVISOR 10 CHAPTER THREE. 11 FINDING AND OBSERVATIONS. 11 3.0 INTRODUCTION. 11 3.1 PERSONAL CONTRIBUTION 11 3.2 DECISION MAKING 13 3.3 MANAGEMENT OF THE INFORMATION. 13 3.4 COMPUTER SKILL. 13 3.5 PROBLEM SOLVING 13 CHAPTER FOUR 14 DISSCUSSION AND RECCOMENDATION. 14 4.0 INTRODUCTION 14 4.1 CHALLENGES OF THE ORGANISATION. 14 4.2 INDIVIDUAL CHALLENGES. 14 4.3 RECOMMENDATION 15 4.4 CONCLUSION 15 LIST OF FIGURES Figure 1: The institutional structure. 4 Figure 2: Responsibility assigned to the internee. 7 Figure 3: Purchase Order Subproject 8 Figure 4: Delivery notes 9 Figure 5: Good receive note/inspection report. 9 Figure 6:Methodology 12 CHAPTER ONE 1. O INTRODUCTION Amolatar District Local Government is located in the Northern region of Uganda ,it is in the Northern direction from Kampala city and also situated within Lake Kyoga. It consist of fourteen (14) sub-counties and eight parishes. It is amongst the District benefiting from a government program me called Second Northern Uganda Social Action fund (NUSAF2). 1.1 NAME OF THE ORGANISATION. It is government program called Second Northern Uganda Social Action Fund(NUSAF2) 1.2 BACKGROUND OF THE ORGANISATION As a result of the economic stagnation arising out ofShow MoreRelatedChild Development On A Concept Of Attachment And Behavior That Are Measured From The Ethological Evolutionary Perspective1298 Words   |  6 Pageswas organized while the initial author was the fellow of a Center for Study in the advanced field of Behavioral Sciences. The paper was presented during the annual American Psychological Association meeting in September 1968 at symposium conducted in Francisco. The study focus on child development on a concept of attachment and behavior that are measured from the ethological evolutionary viewpoint Attachment exploration and behavior are in balance view, and a biological importance of each is discussedRead MoreImplementation Of The Standard Objects1350 Words   |  6 Pagesand custom fields to capture information relevant to your business. These standard objects will be configured and designed to fit the requirements outlined for VadaTech below. †¢ Account Object: Setup the Account Page Layout / Fields to align with source data for Accounts. Specific modifications will be determined after the current Account data is reviewed during the Business Process Review. o Cases: Related field that shows the case and ticket history o Entitlements: Related field that showsRead MoreBowlby : The Father Of Attachment Theory1503 Words   |  7 Pagesconsidered to be the Father of Attachment Theory. He believed infants have a biological predisposition to form attachments with others because they depend on others to fulfill their needs for survival. He also believed attachment instinct could be activated by various threats, such as fear and separatism. This instinct is activated because primary caregivers allow infants to develop a sense of security and secure base for the infants to explore the world. The attachment theory developed when BowlbyRead MoreInfluences of Attachment Theory on Personality Development 1148 Words   |  5 PagesThe concepts proposed by attachment theory have been very influential to the field of personality psychology. Over the years, many studies have supported the notion that mother-child attachment styles during childhood can impact future styles of behavior. Research conducted by Festa and Ginsburg (2011) examined the impact of parental and peer factors on the development of social anxiety amongst children. Further research conducted by Li and Chan (2012) examined the specific impact of anxiety andRead MoreThe Development of Attachment Essay1435 Words   |  6 PagesThe Development of Attachment 1. Outline the development of attachment According to Shaffer, the development of attachment can be divided into four main phases. Other researchers have then added two additional stages to this original theory.  · Pre Attachment Phase – from birth to 3 months. From 6 weeks the baby develops an attraction to other humans, especially adults in preference to other objects. This can be illustrated through social behavioursRead MoreInternship Reflection1099 Words   |  5 Pagesand I feel that I have to become more self-aware of those feelings (good or bad) and learn how to regulate them in a way that it will not reflect on my work and outcomes with clients. This is a way that I started to exercise my self-awareness in the field. 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Ensuring a proper academic foundation is key to aiding on ones developmental success. There are many factors that play into a child’s educational achievement such as pre-natal development, caregiver attachment, culture, household make-up, economics, cognitive ability, and environment to name a few. Several theorists can impact the practices of Educational Psychology, two in particular are Urie Bronfenbrenner and John Bowlby. With either of their theoriesRead MoreThe Study Of Child Psychopathology796 Words   |  4 PagesPsychology and Psychiatry, 51(6), 706-716. Retrieved from http://onlinelibrary.wiley.com/doi/10.1111/j.1469-7610.2009.02202.x/abstract The study of child psychopathology is a more recent discussion topic among professionals and experts in the psychology field. There have been several studies that support the idea that child psychopathology is an indicator or predictor for long-term mental issues. However, this brings up an important question as to how a child develops psychopathic characteristics. ResearchRead MoreEssay Scientific Inquiry 1286 Words   |  6 Pagesprocess of critical thinking and asking questions that helps determine factual information that has been tested and proved or disproved instead of relying on assumptions and intuition. Scientific inquiry is important in psychology, as it is in all fields of science, allowing us to examine assumptions, assess outcomes, discern hidden values, evaluate evidence, and put ideas to the test. This scientific approach guards us against hindsight bias, believing after learning an outcome that we would have

Tuesday, May 5, 2020

Quality and Performance Excellence System

Question: Discuss about the Quality and Performance Excellence System. Answer: Introduction As already indicated, Total Quality Management is, in todays business world, considered a very significant factor for long term victory of any given organization. Its implementation has so far been a vital aspect with regards to improvement of organizational effectiveness. Furthermore, the connection between TQM and organizational performance has been looked into by various scholars. TQM concentrates on nonstop process development within an organization to provide greater customer worth and meet customer needs (Anand, Pac Veraraghavan 2011). The fact that this particular process is today considered a significant catalyst in organizational performance is the reason why Quality Management concept has captured the attention of all aspects of industry and commerce, including that of academics and politicians. The past ten years have witnessed quality development becoming one of the most significant organizational plans for attaining and maintaining competitive advantage. Being able to improve the value with which an organization can deliver its goods and services is vital for contending in todays expanding worldwide market. Total Quality Management starts by presuming that employees in a given organization must collaborate with each other to attain quality for the needs of the customers (Brook 2010). It also does not only constitute quality methods and tools. Notably, quality has shifted from being a one-dimensional feature of the product or service to being viewed as a multi-dimensional construct that needs to be managed, and the implementation of which results in a vibrant ability of organizations. How does globalization influence the changes to the function of Quality Management in a workplace today? Globalization has so far created various chances for sharing knowledge, social values, behavioral norms, and technology while at the same time promoting growth at numerous levels including communities, societies, organizations, and individuals across cultures and around the globe (Montgomery 2005). Fast globalization is considered to be one of the most prominent aspects of the 21st Century, particularly since the rapid growth of information technology. Globalization means a process of change of domestic or regional events, into global ones. Todays organizations are implementing strategic management which provides overall direction to the organization. It is generally involved with the evaluation of the organizations internal and external settings towards making strategic decisions for the achievement of long term organizational goals (Anand, Pac Veraraghavan 2011). The recent globalization of organizations has forced them to come up with a planned and integrated approach to sustaining triumphantly in global markets. This is done by involving workers and implementing programmes that tend to maximize productivity and organizational performance (Brook 2010). Todays organizations are in search of inspired leadership and individuals who have futuristic visions to bring about significant transformations in order to build, grow, and succeed. More and more managers are realizing that among the management areas that must come under careful scrutiny, Quality Management is a process that must be looked at with fresh eyes, especially when markets, industries, and economies operations become worldwide. Notably, quality management tends to guarantee superior quality goods and services. Quality is what distinguishes an organization from its rivals. Business marketers can only be victorious only when they focus on quality rather than quantity. By so doing, they will be in a better position to survive the stiff competition with a smile (Ballou Godwin 2007). Quality management is important in that it ensures high quality goods and services through elimination of flaws and incorporation of regular changes and enhancements in the system. Organizations today are realizing that high quality products result in committed and content customers who in turn bring more customers along with them. Moreover the processes incorporated in quality management make organizations better places to work. When globalization commenced, it emphasized the importance of the environment as of worldwide unifying link (Ashton 2007). The process stipulated implementation of the new social structure. Today, most of these changes are connected to external pressures which are in turn linked to various worldwide occurrences. Total Quality Management was among the most commonly utilized change management tools in the past. The firm market forces within the competitive business setting have developed worldwide customers who acknowledge changes in the global market (Ballou Godwin 2007). TQM is a significant tool in any given business to surmount future limitations within the harsh fiscal service setting. This process offers financial business leaders with an official process in laying down achievable and clear corporate goals while directing the management in planning strategies to fully utilize resources and attain win-win partnership. In todays globalized world, if an organization has implemented TQM as part of the companys strategic plan for success when conducting business worldwide, it could have constructive outcome in terms of looking at the general value of the product or service for the clientele (Anand, Pac Veraraghavan 2011). Globalization can be quite demanding on any given company and without proper planning and management style in place, long term irreversible issues could result. Notably, the impact of globalization on quality usually relies on the company. Some managers do not realize that over 90% of the work is usually repeat business from clients who are committed. The role of customers, managers, employees, organizational culture, and business partners on coping with Quality Management In todays business world, there is no scarcity of rivals in the market. The duty of delivering quality services and products to customers is upon every single person who is, in any way, connected to the organization (Brook 2010). Customers tend to play a significant role in Total Quality Management in that they decide the triumph and failure of a business. It is, therefore, important for business marketers to concentrate on their clientele and what it is they expect from their company. Customer feedbacks should be daily and carefully evaluated before any formulation of key business strategy. TQM is important in ensuring that workers understand their target consumers well before making any transformations in the systems and processes to deliver outstanding quality products for better customer fulfillment (Ashton 2007). An important TQM principle is that employees must be empowered and involved. This means that every worker is regarded as a special human being and is expected to be involved in assisting an organization meet its objectives. Furthermore, each employees input is valued and solicited by their management (Evans 2010). Managers and employees acknowledge the significance of each worker in running the business. Managers also need to get trained in different TQM practices before the implementation of the same. They have a duty of allocating budgets for TQM at the beginning of every fiscal year. Managers generally have a significant role to play in TQM, for instance carefully understanding their target markets. They also need to closely collaborate with senior management and HR experts to develop foolproof implementation plans (Evans 2010). Managers are facilitators at the workplace and are thus expected to assist their employees in the implementation of quality management. It is their duty to allocate resources for TQM, acknowledge workers who provide different improvement concepts and plans which would assist an organization to deliver high quality products. That is why a manager is expected to communicate the advantages of TQM to all the members of the organization. Organizational culture is directly linked to efficiency and performance of an organization. This means that the stronger an organizational culture is, the more efficient the organization. Recent studies indicate that TQM implementation seem to require an organizational culture open to change, individuals willing to participate and understand, and TQM practices and methods (Ballou Godwin 2007). Business partners are individuals and companies that provide the necessary resources for an organization to produce its services and goods (Anand, Pac Veraraghavan 2011). Partnering is a long term loyalty between two or more companies for the sole purpose of attaining certain business objectives and goals through maximization of the efficiency of each participants resources. Therefore, the better the supplier quality, the better their long term position since customers will also enjoy better quality. Conclusion From the discussion above, Quality Management, also referred to as Total Quality Management (TQM) is considered a significant factor for the long term triumph of a company. Its implementation has also been a key aspect for improving organizational effectiveness. The connection between TQM and organizational performance has in the recent past been investigated by various scholars. It is, therefore, vital for todays organizations to incorporate TQM into their business plans to ensure the fulfillment and success of their business. References Anand, K.S., Pac, M.F., Veraraghavan, S. (2011). Quality-speed conundrum: Trade-offs in customer-intensive services. Management Science, p. 40 56. Ashton, R.H. (2007). Value-creation models for value-based management: Review, analysis, and research directions. Advance in Management Accounting, 16, p.1 62. Ballou, B. and Godwin, N.H. (2007). Quality of work life. Strategic Finance, p. 40 45. Brook, Q. (2010). Lean Six Sigma and the minitab: The complete toolbox guide for all lean Six Sigma practitioners. 3rd Edition. OPEX Resources Ltd. Evans, J.R. (2010). Quality and performance excellence. 6th Edition. South-Western College Publishers.