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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.
