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

Townsend, Patrick L.; Gebhardt, Joan E.

Softcover

ISBN 10: 0471161365 ISBN 13: 9780471161363

Publisher: John Wiley & Sons, 1997

Synopsis

"An important book—and one that′s just plain fun to read...This book is gem!"––Tom Peters

"The rational person′s guide to BS–less quality improvement. It′s a must read."––Ron Zemke, co–author of Delivering Knock Your Socks Off Service

The art of quality management taught as never before—by two of the nation′s leading quality gurus

NOW IN PAPER!

Ever since the time of Aesop, the fable has proven to be an effective and colorful way to teach a valuable lesson. Blending this lively storytelling style with the authority of their experience, Pat Townsend and Joan Gebhardt build on their pioneering advances to offer 93 lessons that teach the art of quality management. These lessons come from many sources: case studies, stories, anecdotes, and straightforward advice; but they reinforce the three overriding principles of quality management: increased profitability, strong employee satisfaction, and improved service.

PATRICK L. TOWNSEND and JOAN E. GEBHARDT (Holden, Massachusetts) are partners at Townsend and Gebhardt, a quality management and training company. They are also the co–authors of Commit to Quality (Wiley).

About this title

About the Author

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

From the Back Cover

"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

Edition details

• Publisher: John Wiley & Sons
• Publication date: 1997
• Language: English
• ISBN 10: 0471161365
• ISBN 13: 9780471161363
• Binding: Paperback
• Number of pages: 262