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The authors present a unique system for continuous quality improvement. The book shows managers how to lead more effectively, inspire, initiate, organize, and maintain a quality improvement system in their organizations.
|Leadership for Continuous Quality Improvement||p. 1|
|Creating a Sense of Urgency||p. 23|
|Establishing Direction||p. 29|
|Supporting Strategies and Guiding Principles||p. 41|
|The Quality Council: A Structure for Continuous Quality Improvement||p. 51|
|Roles of a Successful Quality Council||p. 69|
|Reporting and Evaluating Quality Results||p. 107|
|Empowerment, Engagement, and Encouragement||p. 123|
|Understanding the Consumer||p. 145|
|Implementing a Consumer-Focused Measurement System||p. 153|
|Defining Consumer Quality||p. 171|
|Improving Services||p. 185|
|Quality Systems: ISO and Baldrige||p. 201|
|Table of Contents provided by Blackwell. All Rights Reserved.|
Number Of Pages: 230
Published: August 1995
Dimensions (cm): 27.9 x 21.6 x 1.3
Weight (kg): 0.56