The Race Without a Finish Line

Based on interviews and site visits with twelve Baldrige National Quality Award-winning companies as well as with two winners of the President's Quality and Productivity Award. A complete guide for implementing total quality management (TQM) in all organizations. Lessons learned by leading TQM companies will help managers and executives assess an organization's readiness for TQM and prepare for the cultural revolution required to truly embrace quality.

Part 1: The race for quality: starting points and participants The roots of the TQM movement The basis of TQM Using TQM in a public sector setting Where TQM will work (and where it won't) Part 2: Entering the race: strategies that work Planning for change: developing the requirements Leadership and commitment: laying the foundation Strategy No. 1: establish supportive organizational roles and structures Strategy No. 2: Use the right tools and processes Strategy No. 3: Implement long-term educational programs Strategy No. 4: Create meaningful recognition and reward systems Strategy No. 5: Encourage complete and regular communication Part 3: Breaking out of the pack: building on other's experience Auditing the process: the Baldrige and President's awards Sharing the experience: comments and reflections from the award winners Striving for quality: rewards without end Resource A: Glossary of TQM terms Resource B: Directory of TQM terms Resource C: Annotated bibliography of TQM publications