An Action Guide to Making Quality Happen provides proven tools and principles for managing the improvement process.
The authors chart the three stages very company goes through in a quality journey and offer a simple framework for assessing the level of your own organization. Chapters are devoted to each of the seven elements vital to a quality management system, including total customer satisfaction, quality results, strategic quality planning , process quality assurance, management by fact, human resources effectiveness, and leadership. By following the action checklists that appear at the end of each chapter, you can ensure your daily activities will be customer focused.
In addition, this action-oriented handbook provides you with “The Manager’s Toolkit”-which consists of simple, but powerful, tools including a Personal Quality Planner, Personal Quality Checksheet, and Balance of Consequences Worksheet to keep your improvement projects on track and focus your efforts where they are needed most.
Acknowledgements
Introduction
Section 1
Chapter 1 : Three Stages of Implementation
Chapter 2 : What Do Successful Managers Do, Anyway?
Section 2
Chapter 3 : What is A Quality Management System(QMS)?
Chapter 4 : Leadership
Chapter 5 : Management by Fact
Chapter 6 : Strategic Quality Planning
Chapter 7 : Process Quality Assurance
Chapter 8 : Total Customer Satisfaction
Chapter 9 : Quality Results
Chapter 10 : Human Resources Effectiveness
Section 3
Chapter 11 : The Manager's Toolkit
Index
