What are America's leading companies doing to excel in quality? This book provides the answer. Jay W. Spechler, senior examiner for the Malcolm Baldridge National Quality Award Committee, has brought together case studies of how over 30 leading companies put quality management into practice in their organizations. Included are case studies from: Xerox; Federal Express; Westinghouse; Whirlpool; Hyatt Hotels and Resorts; Marriott; New York Life; Cadillac Motor Car; 3M; Knight-Ridder; and Kmart. The case studies focus on how the Baldridge Award criteria are actually being applied in the companies and how the companies are achieving quality results. The cases cover all aspects of quality management - from values and philosophies to actual implementation, training, measurement and employee involvement. They include many practical examples to illustrate successful strategies, programmes and action steps. In addition, the book's seven opening chapters provide general guidelines for implementing quality management in any organization.
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1.0 out of 5 stars
I know first hand this book is mostly fiction,
By
This review is from: Managing Quality in America's Most Admired Companies (Hardcover)
I don't know about all of the companies mentioned, but the chapter on the 3M plant in Chico, California is very skewed.
I worked there for 11 years. I have worked with every person they mention, and it seems like the author just retyped whatever hype the 3M Chico management handed them. 3M Chico closed it's doors in 1999, despite ample warnings and time to change, so I don't think it is a model for other companies to follow. This makes me wonder if any of the information in this book is really researched. Just an insider's opinion.
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Inside This Book
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First Sentence:
In the 1980s, the United States experienced a decline in its balance of trade. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
executive quality council, guest relations manager, critical measuring points, internal news media, new customer service strategy, customer sentiments, company operational performance, knowledge worker processes, key measuring points, operating council, operational performance goals, salaried associates, quality briefing, hourly associates, customer satisfaction relative, guest concerns, guest feedback, operational performance requirements, estimated sample size, satisfaction determination, business process analysis, total quality process, quality performance measures, strategic quality planning, award criteria Key Phrases - Capitalized Phrases (CAPs): (learn more)
United States, Malcolm Baldrige National Quality Award, Federal Express, Katherine Plant, America's Most Admired Companies, Ohio Edison, American Express, Intelligent Electronics, Centex Telemanagement, Chemical Group, Managing Quality, Universal Card, Kmart Corporation, Springs Industries, Marriott Corporation, Perot Systems, The Ritz-Carlton Hotel Company, Cost Reduce, Needs Working Group, Technical Support Alliance, General Electric, Ray Noorda, Tallahassee Democrat, Ten Most Wanted, Time Reduce New!
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Front Cover | Front Flap | Table of Contents | First Pages | Back Flap | Back Cover | Surprise Me!
In the 1980s, the United States experienced a decline in its balance of trade. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
executive quality council, guest relations manager, critical measuring points, internal news media, new customer service strategy, customer sentiments, company operational performance, knowledge worker processes, key measuring points, operating council, operational performance goals, salaried associates, quality briefing, hourly associates, customer satisfaction relative, guest concerns, guest feedback, operational performance requirements, estimated sample size, satisfaction determination, business process analysis, total quality process, quality performance measures, strategic quality planning, award criteria Key Phrases - Capitalized Phrases (CAPs): (learn more)
United States, Malcolm Baldrige National Quality Award, Federal Express, Katherine Plant, America's Most Admired Companies, Ohio Edison, American Express, Intelligent Electronics, Centex Telemanagement, Chemical Group, Managing Quality, Universal Card, Kmart Corporation, Springs Industries, Marriott Corporation, Perot Systems, The Ritz-Carlton Hotel Company, Cost Reduce, Needs Working Group, Technical Support Alliance, General Electric, Ray Noorda, Tallahassee Democrat, Ten Most Wanted, Time Reduce New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Back Flap | Back Cover | Surprise Me!
Citations (learn more)
This book cites 1
book:
1
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cites this book:
- Total Quality Management by Paul T J James on page 265
- Transforming the Organization: A Social-Technical Approach by Howard W. Oden in Back Matter
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