+612 9045 4394
Hardcover
Published: January 2000
ISBN: 9781574442847
Number Of Pages: 392
The collection of 49 previously published articles discusses democracy and quality, leadership, participation, measurement, the role of senior managers, the military as a benchmark, and industry- specific examples. The authors conduct business workshops on quality and leadership. No index.
| Introduction | p. v |
| Origins | p. 1 |
| Call to Action! | p. 3 |
| It Is Time To Get On With It! | p. 5 |
| The Service Revolution | p. 14 |
| A New Model for Quality | p. 20 |
| Democracy and Quality | p. 25 |
| A Revolutionary Example for Quality | p. 27 |
| An Excellent Enterprise If You Can Keep It | p. 32 |
| The Revolution Continues | p. 39 |
| The Three Components | p. 43 |
| Leadership | p. 45 |
| Making Change Possible | p. 46 |
| Beyond Charging the Hill and Demanding Excellence | p. 50 |
| Take It Personally | p. 57 |
| Leadership at Every Level | p. 62 |
| The Secrets of Continuous Quality Improvement | p. 64 |
| Participation | p. 69 |
| Participation: Starting with the Right Question | p. 70 |
| Quality--Down to the Roots | p. 77 |
| The 100% Solution or Greater Non-conformity | p. 83 |
| Measurement | p. 87 |
| Measurement: Neither a Religion nor a Weapon | p. 88 |
| Sharing the Wealth in Quality Partnerships | p. 95 |
| Qualicrats and Hypocrites: A Troubling Status Report From the Front | p. 99 |
| Getting it Done | p. 113 |
| The Role of Senior Managers | p. 115 |
| A Quality Beginning | p. 117 |
| Top Management Commitment--What's That? | p. 121 |
| Beginning "Quality Without Limits" | p. 124 |
| Try Continuous Involvement Improvement | p. 131 |
| Mechanics of a Complete Quality Process | p. 143 |
| What Went Wrong With Quality? | p. 144 |
| Four Phases of a Quality Process | p. 150 |
| Quality Is Everybody's Business | p. 153 |
| The Baldrige | p. 175 |
| Pat Townsend on Choosing a Baldrige Quality-Assessment Consultant | p. 177 |
| The Importance of the Baldrige to US Economy | p. 180 |
| If They Can Do It... | p. 199 |
| The Military as a Benchmark | p. 201 |
| Leadership: An Ancient Source for a Modern World | p. 203 |
| The Three Priorities of Leadership: Lessons from the Military | p. 212 |
| What Military Can Teach Business About Leadership | p. 217 |
| The Paul Revere Process | p. 223 |
| Insurance Firm Shows That Quality Has Value | p. 224 |
| The Policy Is Quality | p. 239 |
| The Policy Is Still Quality | p. 248 |
| Quality Involves Everyone: How Paul Revere Discovered "Quality has Value" | p. 255 |
| Industry--Specific Examples | p. 267 |
| Will Continuous Improvement Work Here? | p. 269 |
| Breaking New Ground | p. 278 |
| The Right Question | p. 285 |
| Total Service Quality | p. 290 |
| Total Quality Leadership or Partial Quality Management? | p. 295 |
| Final Thoughts | p. 307 |
| Ideas for Consideration | p. 311 |
| Work and Enjoyment | p. 313 |
| The Role of Leadership: Examples from the Insurance Sector and U.S. Marine Corps | p. 318 |
| Followership: An Essential Element of Leadership | p. 325 |
| Creating More Creativity | p. 329 |
| Keeping Quality Alive | p. 339 |
| Are You Practicing Total Quality? Take the Test | p. 341 |
| Warning: This Good Idea May Become a Fad | p. 343 |
| Remaking a Quality Management System, Part One | p. 348 |
| Remaking a Quality Management System, Part Two | p. 351 |
| What Happened to Quality? | p. 356 |
| Putting the Focus in the Right Places | p. 361 |
| What's Next After Quality? | p. 362 |
| What's In It For Me? | p. 366 |
| Closing Notes | p. 375 |
| Sources | p. 377 |
| Table of Contents provided by Syndetics. All Rights Reserved. |
ISBN: 9781574442847
ISBN-10: 1574442848
Audience:
General
Format:
Hardcover
Language:
English
Number Of Pages: 392
Published: January 2000
Publisher: CRC PR INC
Country of Publication: US
Dimensions (cm): 22.86 x 15.24
x 2.54
Weight (kg): 0.73
Edition Number: 1
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