Quality in Action: 93 Lessons in Leadership, Participation, and Measurement [Paperback]

Patrick L. Townsend (Author), Joan E. Gebhardt (Author)

Book Description

Publication Date: March 18, 1997

"Townsend and Gebhardt’s book will quickly become known as the rational person’s guide to BS-less quality improvement. It’s a must read." — Ron Zemke President, Performance Research Associates coauthor, Delivering Knock Your Socks Off Service "Not only penetrating and revealing, it is also entertaining, which probably fractures both rules and records for this kind of literature." — Howard K. Smith "With power and style, Quality in Action redefines competitive advantage for our march into the next century." — Allan Cox author of Straight Talk for Monday Morning "Quality in Action is not only exhortation, it is a road map. Townsend and Gebhardt have taken much of the fear and mystery out of total quality management." — Ann McLaughlin former Secretary of Labor founder of the Workforce Quality Commission "Quality in Action is a superb tool for teaching and learning the nuts and bolts of quality management. Pick up the book and start reading." — Vice Admiral James A. Zimble, M.D. former Surgeon General, U.S. Navy President, Department of Defense Medical School

Editorial Reviews

From the Inside Flap

With their bestselling Commit to Quality, Pat Townsend and Joan Gebhardt revolutionized the concept of quality management. In that groundbreaking work they went beyond the traditional quality circle, originally developed in the manufacturing sector, to offer a blueprint for improving service, profitability, and employee satisfaction at all levels and in every type of industry. And they demonstrated that quality is an ongoing process in which employees at every level, if given a chance, will enthusiastically participate. Now, in their latest book, Quality in Action, the authors take an even more innovative approach to the quality process. While the first book defined the science of quality, this one concentrates on the art. Written in a lively and engaging style that freely mixes case studies with humorous parables and nuts-and-bolts guidance, the authors cut through all the complex jargon and boilerplate formulas that executives all too often take refuge behind. Reading their enlightening anecdotes and clever parables will awaken your senses and emotions—as well as your intellect—to the "atmosphere that surrounds the events, the attitudes that accompany the actions." And like other great storytellers, Townsend and Gebhardt conclude each of their fables with a concise moral or axiom that sums up the basic principle of the story and helps you to put that principle into action. The book’s 93 illuminating and amusing "lessons" are divided into three mini-books corresponding to the key ingredients of a successful quality process: leadership, employee participation, and the measurement of progress. While other books concentrate on only one or another of these elements Quality in Action explains how—and why—all three should be integrated into an overall strategy. Throughout, the authors’ overriding message is that the most disastrous thing that can befall a quality effort is an overconcentration on only one aspect of the process. Another message that comes through resoundingly clear in Quality in Action is that the quality process doesn’t begin and end in the executive suite. It happens at every level, and when it works, the commitment to quality can make every employee’s job more satisfying, while also offering customers greater value for their money. The myths, fables, and realities that you will encounter in Quality in Action offer profound lessons for virtually everyone at each level of your organization. --This text refers to an out of print or unavailable edition of this title.

About the Author

PATRICK L. TOWNSEND and JOAN E. GEBHARDT are noted speakers and consultants on quality. They are coauthors of the bestselling Commit to Quality.

Product Details

• Paperback: 262 pages
• Publisher: Wiley; 1 edition (March 18, 1997)
• Language: English
• ISBN-10: 0471161365
• ISBN-13: 978-0471161363
• Product Dimensions: 8.8 x 5.9 x 0.8 inches
• Shipping Weight: 14.4 ounces
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #3,783,972 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

4.0 out of 5 stars An excellent primer for leaders and wannabee leaders!, August 23, 1998

By A Customer

This review is from: Quality in Action: 93 Lessons in Leadership, Participation, and Measurement (Paperback)

Pat and Joan have, in this book, put together a practical, thought provoking and, when appropriate, humorous primer on what it takes to lead today's and tomorrow's organization. Get it, read it and read it again!