Quality in Action: 93 Lessons in Leadership, Participation, and Measurement"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 |
Contents
An Ancient Fable | 1 |
On Measurement | 4 |
Commitment Taking | 9 |
Copyright | |
21 other sections not shown
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Common terms and phrases
action activities American Analysis answer approach areas asked authority Award Axiom Bear become beginning better boss called commitment communications consultant continuous corporate cost course customers decided decisions designed effort employees executives expected experience fact give given goals going hand ideas implemented improvement increase individuals interested involved keep leader leadership learned listen look major mean measurement meeting ment months once operation opportunity organization participation percent performance person possible problem quality process Quality Team question received requires responsibility skills specific standards success suggestion sure survey talk task team leader tell thank things tion told top management turn understand Value week