The second volume of this guidebook set introduces several additional tools used by individuals and teams during quality improvement efforts. Each tool is explained in simple, easy-to-understand terms. In addition, a variety of practical examples are provided which will help you to immediately apply each tool back on the job.
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RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald′s. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California. MATTHEW E. NIEDZWIECKI, manager of Quality Management at Children′s Hospital Los Angeles, is an experienced training and organization development practitioner. His extensive background and areas of expertise include total quality management, training design, process analysis, and data interpretation.
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