Description: The first & only nontechnical method for installing, maintaining, & measuring a comprehensive quality improvement program in your business operation. Special features: Emphasizes throughout that doing things right the first time adds nothing to the cost of a product or service. (What costs, & costs dearly in terms of rework, test, warranty, inspection, & service after service, is doing things wrong). Introduces the proven Make Certain program (the best way known to get management & service personnel participating in the improvement effort). Shows how to recognize & guard against the kinds of problems that can cost your company money, damage its reputation, invite litigation. Proves that quality is a people business, not a "manufacturing" function or statistical mystery (note, for example, the chapter on management style to help you improve your personal quality). Illustrated throughout with actual case examples, enabling profit-minded managers to understand & install quality programs in their own operations. Management at all levels: Quality is not only free, it is a supreme source of profit. Quality professionals & company executives: Don't forget that current "consumer" & "environmental" pressures fall under this quality responsibility. MBA or undergraduate students & company trainees: the basics for specific training programs are included.

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