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Quality Is Everybody's Business - Patrick L. Townsend

Quality Is Everybody's Business

Hardcover Published: January 2000
ISBN: 9781574442847
Number Of Pages: 392

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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.

Introductionp. v
Originsp. 1
Call to Action!p. 3
It Is Time To Get On With It!p. 5
The Service Revolutionp. 14
A New Model for Qualityp. 20
Democracy and Qualityp. 25
A Revolutionary Example for Qualityp. 27
An Excellent Enterprise If You Can Keep Itp. 32
The Revolution Continuesp. 39
The Three Componentsp. 43
Leadershipp. 45
Making Change Possiblep. 46
Beyond Charging the Hill and Demanding Excellencep. 50
Take It Personallyp. 57
Leadership at Every Levelp. 62
The Secrets of Continuous Quality Improvementp. 64
Participationp. 69
Participation: Starting with the Right Questionp. 70
Quality--Down to the Rootsp. 77
The 100% Solution or Greater Non-conformityp. 83
Measurementp. 87
Measurement: Neither a Religion nor a Weaponp. 88
Sharing the Wealth in Quality Partnershipsp. 95
Qualicrats and Hypocrites: A Troubling Status Report From the Frontp. 99
Getting it Donep. 113
The Role of Senior Managersp. 115
A Quality Beginningp. 117
Top Management Commitment--What's That?p. 121
Beginning "Quality Without Limits"p. 124
Try Continuous Involvement Improvementp. 131
Mechanics of a Complete Quality Processp. 143
What Went Wrong With Quality?p. 144
Four Phases of a Quality Processp. 150
Quality Is Everybody's Businessp. 153
The Baldrigep. 175
Pat Townsend on Choosing a Baldrige Quality-Assessment Consultantp. 177
The Importance of the Baldrige to US Economyp. 180
If They Can Do It...p. 199
The Military as a Benchmarkp. 201
Leadership: An Ancient Source for a Modern Worldp. 203
The Three Priorities of Leadership: Lessons from the Militaryp. 212
What Military Can Teach Business About Leadershipp. 217
The Paul Revere Processp. 223
Insurance Firm Shows That Quality Has Valuep. 224
The Policy Is Qualityp. 239
The Policy Is Still Qualityp. 248
Quality Involves Everyone: How Paul Revere Discovered "Quality has Value"p. 255
Industry--Specific Examplesp. 267
Will Continuous Improvement Work Here?p. 269
Breaking New Groundp. 278
The Right Questionp. 285
Total Service Qualityp. 290
Total Quality Leadership or Partial Quality Management?p. 295
Final Thoughtsp. 307
Ideas for Considerationp. 311
Work and Enjoymentp. 313
The Role of Leadership: Examples from the Insurance Sector and U.S. Marine Corpsp. 318
Followership: An Essential Element of Leadershipp. 325
Creating More Creativityp. 329
Keeping Quality Alivep. 339
Are You Practicing Total Quality? Take the Testp. 341
Warning: This Good Idea May Become a Fadp. 343
Remaking a Quality Management System, Part Onep. 348
Remaking a Quality Management System, Part Twop. 351
What Happened to Quality?p. 356
Putting the Focus in the Right Placesp. 361
What's Next After Quality?p. 362
What's In It For Me?p. 366
Closing Notesp. 375
Sourcesp. 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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