Foreword to the Second Edition
Foreword to the First Edition
Preface
Acknowledgments
Introduction
Chapter 1. : Quality: America’s Dilemma
Chapter 2. : Quality Examined
Chapter 3. : Who is Responsible?
Chapter 4. : Common Misconceptions
Chapter 5. : Quality in Europe
Chapter 6. : Sixty Rungs in Japan’s Quality Ladder
Chapter 7. : Korea: The Awakening Giant
Chapter 8. : Essential Elements of Excellence
Chapter 9. : Quality of Life
Chapter 10. : Problem Solving
Chapter 11. : Ten Essential Ingredients for Achieving a Quality Culture
Chapter 12. : So You Want to Establish a Quality Improvement Process?
Chapter 13. : Leadership: The Missing Foundation
Epilogue
Appendix A : Types of Industries Visited, 1981-1993
Appendix B : Formula for Computing the Cost of Nonconformance (CON)
Appendix C : Quality Definitions and Implications from Antiquity to the Present
Appendix D : Examples of Quality Policy Statements
Appendix E : Suggested Industry-Sponsored Initiatives to Improve Quality
Appendix F : A Short Quality Lexicon
Appendix G : Essential Elements of ISO 9000
Appendix H : The Malcolm Baldrige National Quality Award: A Dream Realized
Bibliography
Index
