In a recent ASQC survey, only 39% of Fortune 1,000 managers had a quality program and were satisfied with the results. This book fills the need for a non-threatening strategic guide to quality management. Hagan's unique approach helps readers view the quality improvement process as a business--and manage it for success.
Preface
Acknowledgments
Introduction
Part 1 : Quality Management Today in a State of Transition
Chapter 1. : The Trend Toward Companywide Quality Systems
Chapter 2. : The Responsibilities for Quality
Chapter 3. : The Critical Role of Human Relations
Chapter 4. : Quality Improvement Approaches in the Service Sector
Part 2 : Quality Management Tomorrow: The Ideal Management System
Chapter 5. : Total Quality Management-The Ultimate Adage for Quality
Chapter 6. : The Central Idea of Quality Improvement
Chapter 7. : Personal Guidelines for the Journey
Chapter 8. : The Trend Toward Management Excellence
Part 3 : Implementing and Sustaining the Improvement Process
Chapter 9. : Preparing for Implementation
Chapter 10. : Sustaining Quality Improvement Progress
Part 4 : Conclusion
Overall Conclusion
Endnotes
Index
