This book takes the reader from understanding and applying principles of Quality Management to a step-by-step guide for implementing a quality improvement program. I liked the organization and writing style of this well-referenced text. I found the diagrams and tables very helpful. In the introduction, the author states that the text is a "concept book, a textbook, a reference book, and a practitioner's guide." At first I didn't believe it. Now that I've finished the text, I believe every word. When I read the "Author's Warranty" (and how many books do you know come with a warranty?), I had an inkling that this would be a good book. I was wrong. This is a GREAT book!
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