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Whats It Really All About?
Setting the Stage for Quality
A Total Quality Management Implementation Strategy
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achieve activities areas attitudes Award business plan cess Chapter Colonial Penn commitment communications company's companywide competitive advantage complaints control chart COPQ corporate culture CSFs customer delight customer needs customer satisfaction customer-contact Deming Prize design team develop effective effort employees ensure example facilitators Figure Florida Power focus FPL Group goals identify implementation indicators internal customer investment involvement issue levels long-term Major Unit meeting customers ment organizational Pareto Pareto analysis Pareto principle percent Power and Light problem problem-solving process product or service products and services QI project QI teams quality chain quality council quality department Quality function deployment quality organization quality planning quality process role root causes selected senior managers statistical process control strategy success sustainable competitive advantage team members tion tomers top management top management's Total quality management TQM process Transformation Checkpoints Trap unit-level quality vendor vital