This book describes a pragmatic set of steps which make it possible for an organization of any type to engage every person on their payroll in the continual effort to improve everything the company does. The authors' intention is to re-energize the “Quality Revolution” in the United States by giving organizations a realistic option for tapping into the talent already on their payrolls. The book presents not only logical theory but also a real-life, full-scale success story as a model. Paying heed to its lessons can enable organizations of all types to improve whatever it is they do and see a positive impact on the bottom line.
The focus of the book is on the Complete Quality Process (CQP), which takes into account not only the tools available to analyze, institute, measure, and record quality practices, but also the environment in which these tools are consistently and enthusiastically applied. CQP contrasts sharply with efforts which address only one specific portion of the total range of quality challenges – and none of which come close to involving (in the sense of asking for ideas and input and sharing decision-making capabilities) 100% of the people on the payroll. The methodology allows for and encourages the appropriate use of any quality tool while underscoring the importance of having the will to use those tools.
Introduction
Chapter 1 : A Complete Quality Process
Chapter 2 : The Economic Case for Quality
Chapter 3 : Active Communitment at The Top
Chapter 4 : Leading with Confidence
Chapter 5 : The Ins and Outs of Participation
Chapter 6 : Investing in The Future
Chapter 7 : Progress and Possibilities
Chapter 8 : Celebrate Good Times!
Chapter 9 : As I Was Saying
Chapter 10 : Now What?
Appendix A : The Spirit of Quality in America by Pat Townsend
Appendix B : Love and Leadership by Pat Townsend
Appendix C : The Anatomy of a Dictaphone by Lillian S. Murphy
References
Index
About The Authors
