Total quality management handbook. / Jack Hradesky.

Introduction , Foundation Track , Implementation Track , Cultural Track , Recognition and Rewards , Leadership /Team Building , Management Skills Track , Core Techniques , Advaced Techniques , Customer Focus , Train the Trainer , Appendixes :The Overhead Projector , Create Great Transparencies , Flipchart Tips, Speaking Syles .

Covers standard TQM objectives (e.g., customer satisfaction, continuous improvement, and empowerment of the organization), development of personnel, determination of strategic business direction, deployment of critical business success factors, their measurements, projects required for success, and the development of new products and markets. Discusses the need to tailor the training to the company's specific objectives and to integrate the training with implementation to achieve those objectives. Focuses on three objectives for survival, namely, retaining customers, improving profits, and increasing business, which are addressed through three major thrusts: customer satisfaction, cultural change and Critical Business Success Factors.