The human dimension of quality
Exploit the missing link in most quality initiatives: PEOPLE. Quality improvement (QI) theories come and go, but in the end it's real people who make or break any QI effort. The first resource to confront this undiscussable'' of organizational life, The Human Dimension of Quality, by management consultant Brian Thomas, goes beyond QI's well-known technical and procedural concepts to focus on quality's deeply personal side--tackling such often ignored issues as: why QI plans that look great on paper flop in practice--and how to get people to take ownership'' of their jobs to make QI programs really work together without personality and agenda'' clashes; ways to virtually eliminate negative thoughts and behaviors that can doom promising QI initiatives; how to tailor QI to the needs of your organizations and those working in it; much more.
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The keys to quality
understanding and meeting customer
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