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Annotation "This book describes a pragmatic set of steps that make it possible for an organization of any type to engage every person on its payroll in its complete continual improvement effort. The authors' intention is to re-energize the "Quality Revolution" in the United States by giving organizations a realistic option for tapping into the talent already on their payrolls. The book presents not only logical theory but also a real-life, full-scale success story as a model."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved. � Read more... Abstract: Annotation "This book describes a pragmatic set of steps that make it possible for an organization of any type to engage every person on its payroll in its complete continual improvement effort. The authors' intention is to re-energize the "Quality Revolution" in the United States by giving organizations a realistic option for tapping into the talent already on their payrolls. The book presents not only logical theory but also a real-life, full-scale success story as a model."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved This book describes a pragmatic set of steps which make it possible for an organization of any type to engage every person on their payroll in the continual effort to improve everything the company does. The authors'intention is to re-energize the “Quality Revolution” in the United States by giving organizations a realistic option for tapping into the talent already on their payrolls. The book presents not only logical theory but also a real-life, full-scale success story as a model. Paying heed to its lessons can enable organizations of all types to improve whatever it is they do and see a positive impact on the bottom line. The focus of the book is on the Complete Quality Process (CQP), which takes into account not only the tools available to analyze, institute, measure, and record quality practices, but also the environment in which these tools are consistently and enthusiastically applied. CQP contrasts sharply with efforts which address only one specific portion of the total range of quality challenges – and none of which come close to involving (in the sense of asking for ideas and input and sharing decision-making capabilities) 100% of the people on the payroll. The methodology allows for and encourages the appropriate use of any quality tool while underscoring the importance of having the will to use those tools.'The authors have successfully implemented quality in organizations and followed its way to the bottom line. They know both the book-smarts and the street-smarts. On top of that they write well, and are direct and exciting to read. They demand disciplined work but also creativity and courage to swim against the mainstream. And they do it based on real world observation and experience of what works and what doesn't.'Dr. Evert Gummesson Professor of Service Management Stockholm University School of Business, Sweden Recipient of the American Marketing Association's Award for Leadership in the Service Field author of Total Relationship Marketing and Many-to-Many Marketing

this Guide For Business Leaders Describes The Complete Quality Process (cqp)—a Practical Approach That Helps Organizations Tap In To The Knowledge, Ability, And Enthusiasm Of Every Person On The Payroll. Using A Full-length Case Study, The Authors Show How This Commitment To Quality Can Dramatically Improve The Bottom Line Of Any Organization. Townsend And Gebhart Have Co-authored Seven Books On The Related Topics Of Quality, Leadership, And Organizational Learning. Annotation ©2006 Book News, Inc., Portland, Or