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Managing Quality in America's Most Admired Companies

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ISBN-10: 0898061180

ISBN-13: 9780898061185

Edition: N/A

Authors: Jay Spechler

List price: $49.95
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What are America's leading companies doing to excel in quality? Jay Spechler provides the answer through case studies of how over 30 leading companies-including Xerox, Federal Express, Whirlpool, Marriott, New York Life, 3M, Knight-Ridder, and Kmart-have put quality management into practice in their organizations.
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Book details

List price: $49.95
Publisher: Berrett-Koehler Publishers, Incorporated
Publication date: 3/7/1995
Binding: Hardcover
Pages: 432
Size: 6.75" wide x 9.50" long x 1.25" tall
Weight: 1.694
Language: English

Guidelines for Implementing Quality Management
The Malcolm Baldrige National Quality Award: Design, Criteria and Application Review
Ten Critical Success Factors for Implementing Quality Management
Aligning Total Quality Management and the Corporate Culture
Leadership for Quality: Best Practices of Top Quality Companies
Business Process Analysis for Cross-Functional Improvement
Measuring Customer Satisfaction: Linking Experience, Expectations, and Desires
Statistical Measurement Techniques for Service Operations
Case Studies of Quality Management in Leading Companies
Anheuser-Busch: The Strength of Tradition, the Power of People
Monsanto: Employee Empowerment through Total Quality Management
Centex Telemanagement: Improving Client Service through Leadership
Octel Communications Corporation: Putting Metrics in Motion
Xerox: A Leadership Approach to Total Customer Satisfaction
IBM Rochester: Market-Driven Quality
Intelligent Electronics, Inc.: Building a Corporate Culture of Service Quality Excellence
Novell, Inc.: Customer Driven and Loving It!
Federal Express: The MBNQA Is Our License to Practice
American Express Travel Related Services: A Human Resources Approach to Managing Quality
ATandT Universal Card Services: The Center of the Universe
Westinghouse: TQM Targets the Bottom Line
Whirlpool Corporation: Leadership is the Critical Success Factor in a Quality Initiative
Springs Industries, Inc.: Quality through Improved Use of Human Resources
Hyatt Hotels and Resorts: Achieving Quality through Employee and Guest Feedback Mechanisms
Marriott Corporation: Improved Customer Satisfaction through Real Time Complaint Feedback and Resolution
The Ritz-Carlton Hotel Company: Reducing Service Variability with Human Resources Systems
New York Life: Increasing Productivity and Quality through TQM
USAA: Employee Satisfaction Equals Customer Satisfaction
Reynolds Metals Company: Don't Forget the Basics!
Cadillac Motor Car: Using Simultaneous Engineering to Ensure Quality and Continuous Improvement
3M: The Cultural Change at the Chico, California Plant
Photo-Sonics, Inc.: Achieving Quality Results through Vendor Site Surveys
SpaceLabs Medical, Inc.: Using Policies, Values, and Measurement Systems to Ensure Quality
Steinway and Sons: Quality through an Artisan Work Ethic
Knight-Ridder, Inc.: The End of an Error
Kmart Corporation: Partners for Quality
Lazarus: Quality Control Committee Focuses on Customer Satisfaction
TIAA-CREF: Managing Quality at the World's Largest Pension System
Delta Air Lines, Inc.: Excellent Service One Passenger at a Time
Michigan Consolidated Gas Company: Vision and Values Lead to Quality Service
Ohio Edison Company: Quality Improvement through Technical Staff Management
Appendix 1: The Quality Themes of Leading U.S. Companies
Appendix 2: Matrix of Award Criteria Covered by Case Studies
Appendix 3: Job Descriptions
Appendix 4: 1993 Award Criteria