Quality in Action: 93 Lessons in Leadership, Participation, and Measurement

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Wiley, Apr 1, 1997 - Business & Economics - 262 pages
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"Townsend and Gebhardt’s book will quickly become known as the rational person’s guide to BS-less quality improvement. It’s a must read." — Ron Zemke President, Performance Research Associates coauthor, Delivering Knock Your Socks Off Service "Not only penetrating and revealing, it is also entertaining, which probably fractures both rules and records for this kind of literature." — Howard K. Smith "With power and style, Quality in Action redefines competitive advantage for our march into the next century." — Allan Cox author of Straight Talk for Monday Morning "Quality in Action is not only exhortation, it is a road map. Townsend and Gebhardt have taken much of the fear and mystery out of total quality management." — Ann McLaughlin former Secretary of Labor founder of the Workforce Quality Commission "Quality in Action is a superb tool for teaching and learning the nuts and bolts of quality management. Pick up the book and start reading." — Vice Admiral James A. Zimble, M.D. former Surgeon General, U.S. Navy President, Department of Defense Medical School

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Contents

An Ancient Fable
1
On Measurement
4
Policies and Principles
27
Copyright

11 other sections not shown

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About the author (1997)

PATRICK L. TOWNSEND and JOAN E. GEBHARDT are noted speakers and consultants on quality. They are coauthors of the bestselling Commit to Quality.

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