America's Quest for Total Quality
A guide to implementing total quality ("the art of continuous improvement with customer satisfaction as the goal") at any level. The authors identify the basic ingredients that can help organizations develop and keep their focus on quality, and include case examples from award winners.
Based on interviews and site visits with twelve Baldrige National Quality Award-winning companies as well as with two winners of the President's Quality and Productivity Award. A complete guide for implementing total quality management (TQM) in all organizations. Lessons learned by leading TQM companies will help managers and executives assess an organization's readiness for TQM and prepare for the cultural revolution required to truly embrace quality.