This introduction provides instructions for starting and managing a Total Quality Control program, and for programs already in place, strategies for diagnosing current capabilities and improving them. Coverage includes the Hoshin Kanri Planning Process and details of how to manage customer complaints; improvement circles; key processes in a manufacturing, sales, or service organization; employee participation; and evaluation of the TQC effort. Annotation copyright Book News, Inc. Portland, Or.

Review

"... includes practical, step-by-step instructions for implementing and managing a successful TQM program." -- Manufacutring Revew, 12/92

"This book is a pleasant surprise. I recommend it for your reading pleasure." -- Quality Digest, 6/93

"This book offers a complete introduction to TQC, including practical, ste-by-step instructions for starting and managing a TQC effort, as well as strategies and tactics for diagnosing current capabilities and improving them." -- Industrial Engineering, 1/93

"This book's ideas can be applied to virtually any company. A competent overview of Total Quality, it goes beyond overview, describing many subleties of the TQ process... is readily accessible to managers as well as to engineers and quality personnel." -- Pacific Bell Business Digest,2/93

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