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achieve American Express application approach areas Baldrige National Quality benchmark findings Board Chairman CNFD Coca-Cola Company Commercial Nuclear Fuel commitment competitors continuous improvement Corning Corporate Quality costs culture customer needs customer satisfaction customer's define Director Edwards Medal employees engineering environment Europe European evaluation examination example Figure focus Fuji Xerox global goal human resources implementation important industry internal Japan Japanese L.L. Bean leadership learned major Malcolm Baldrige National manufacturing marketplace Materials Requirements Planning Maytag Maytag Corporation measures ment Motorola National Quality Award Nuclear Fuel Division operations organization percent performance Peter Drucker Process Management pulse points Quality Assurance Quality Council quality effort quality management quality process quality products quality program reduced responsible satisfied customers segment served specific strategy success suppliers tion Today tomer top management total quality control Total quality leaders Vice President Westinghouse Electric Corporation worldwide Xerox Corporation zircaloy