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This is a guide to applying the techniques of the concept, total quality management. In a non-technical style, the authors show how TQM can be used in day-to-day business operation, and present practical strategies and tools - all tested and proved inside major companies, such as Federal Express, AT&T, Procter & Gamble and Olivetti. These strategies for using TQM can be applied to any business, large or small, and can help a company become more profitable and fully prepared for the challenges of an unpredictable economy. The book is filled with true-life success stories that show how to build long-term partnerships with important customers, how to motivate and prepare employees to improve quality, and how to achieve customer-satisfaction breakthroughs.
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