Managing for Results
Even the best total quality efforts can go down the drain if they are misdirected, unsupported, or poorly implemented. Now, with the help of this eye-opening guide, you will learn how to avoid common errors made by organizations attempting quality improvement techniques. Using the authors' Focused Quality Management (FQM) approach, you will see the higher quality, lower cost, and increased customer satisfaction that you expect. Key features of Focused Quality: Managing for Results include: Detailed explanation of the steps in the FQM improvement process: Prepare, Plan, Deploy, Transition Guidance for focusing quality initiatives--from the vision to specific process improvement projects Techniques for identifying those processes that have the greatest impact on business success Methods for managing and tracking process improvement teams as they carry out improvement initiatives Diagnostic tools for troubleshooting quality initiative problems A wealth of real-world examples to illustrate applications, techniques, tools, and concepts
An indispensable resource for sustaining quality initiatives or for getting them back on track, Focused Quality: Managing for Results is must reading for all managers in industry, services, health care, and government.