Sustaining Total Quality: Achieving Performance Excellence Using the Baldrige Award Criteria
by Robert J. Marton
Category: Business & Economics

Examines the relationship between Total Quality and actual business performance and explains how to build high-performing organizations. Explains how to maintain Total Quality as an ongoing process by focusing on leadership systems, strategic planning, customer relationships, and supplier partnerships, and gives real-life examples from companies including ATandT, Motorola, and Merrill Lynch Credit Corporation. Includes an outline of award criteria, and detailed instructions for conducting a complete Baldrige assessment. The author is a quality manager and organizational development professional in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR