Total quality management: three steps to continuous improvement

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Addison-Wesley Longman, Incorporated, 1992 - Business & Economics - 266 pages
"Total Quality Management: Three Steps to Continuous Improvement" lets you learn how to move beyond the 'buzzwords' of quality to capture the competitive advantage that quality improvement experts always promise but rarely deliver.... In this comprehensive book, authors Tenner and DeToro bring you proven, successful service quality improvement techniques used at leading companies worldwide.

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Why Quality?
History of Quality
Quality Redefined

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