Total Quality Management: A How-To Program For The High-Performance Businesss

TQM: A How to Program for the High-Performance Business focuses on the nuts and bolts of taking small steps to produce big results tin terms of improved productivity, customer service, and profitability. TQM lays out your blueprint for success in a flexible, modular approach that enables you to proceed in a systematic manner at your own pace. Every Section contains explanation, forms and actual cases that direct you through this three-step process. Step 2. Organization: Quickly implement major strategies like: benchmarking....top methods for gathering data (reserve engineering, networking, special surveys).... 8 common benchmarking errors and how to avoid them....plus a specially designed benchmarking planning and implementation checklist. continuous improvement....learn all the critical building blocks....from the 9-step Process Management program...to Reengineering and how you can make it complement TQM. customer satisfaction...dozens of successful programs your company can emulate...6 ways to track customer quality perceptions...3 tips for preventing customer defections... 12 strategies to insure customer-loyalty...plus customer awareness questionnaries and internal customer checklists. Step 3. Execution: Get all the documents you need to tailor a complete TQM program in your organization....actual forms, statements, strategies, programs and checklists already being used by leading TQM companies....what they are, how to fill them out and when they should be used.