Managing Quality in America's Most Admired Companies

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Berrett-Koehler Publishers, 1993 - Business & Economics - 422 pages
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What are America's leading companies doing to excel in quality? This book provides the answer. Jay W. Spechler, senior examiner for the Malcolm Baldridge National Quality Award Committee, has brought together case studies of how over 30 leading companies put quality management into practice in their organizations. Included are case studies from: Xerox; Federal Express; Westinghouse; Whirlpool; Hyatt Hotels and Resorts; Marriott; New York Life; Cadillac Motor Car; 3M; Knight-Ridder; and Kmart.
 

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Contents

Design Criteria and Application Review
1
Ten Critical Success Factors for Implementing Quality Management
11
Aligning Total Quality Management and the Corporate Culture
25
Best Practices of Top Quality Companies
53
Business Process Analysis for CrossFunctional Improvement
59
Linking Experience Expectations and Desires
75
Statistical Measurement Techniques for Service Operations
85
Case Studies of Quality Management in Leading Companies
94
Improved Customer Satisfaction through Real Time Complaint Feedback and Resolution
261
Reducing Service Variability with Human Resources Systems
269
Increasing Productivity and Quality through TQM
275
Employee Satisfaction Equals Customer Satisfaction
279
Dont Forget the Basics
289
Using Simultaneous Engineering to Ensure Quality and Continuous Improvement
293
The Cultural Change at the Chico California Plant
299
Achieving Quality Results through Vendor Site Surveys
307

The Strength of Tradition the Power of People
95
Employee Empowerment through Total Quality Management
103
Improving Client Service through Leadership
115
Putting Metrics in Motion
123
A Leadership Approach to Total Customer Satisfaction
135
MarketDriven Quality
141
Building a Corporate Culture of Service Quality Excellence
153
Customer Driven and Loving It
161
The MBNQA is Our License to Practice
193
A Human Resources Approach to Managing Quality
205
The Center of the Universe
213
TQM Targets the Bottom Line
221
Leadership is the Critical Success Factor in a Quality Initiative
233
Quality through Improved Use of Human Resources
241
Achieving Quality through Employee and Guest Feedback Mechanisms
251
Using Policies Values and Measurement Systems to Ensure Quality
311
Quality through an Artisan Work Ethic
317
The End of an Error
325
Partners for Quality
331
Quality Control Committee Focuses on Customer Satisfaction
335
Managing Quality at the Worlds Largest Pension System
341
Excellent Service One Passenger at a Time
355
Vision and Values Lead to Quality Service
359
Quality Improvement through Technical Staff Management
365
Appendices
379
The Quality Themes of Leading US Companies
381
Matrix of Award Criteria Covered by Case Studies
387
Job Descriptions
393
1993 Award Criteria
395
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