"An important book--and one that's just plain fun to read...This book is gem!"----Tom Peters "The rational person's guide to BS-less quality improvement. It's a must read."----Ron Zemke, co-author of Delivering Knock Your Socks Off Service The art of quality management taught as never before--by two of the nation's leading quality gurus NOW IN PAPER! Ever since the time of Aesop, the fable has proven to be an effective and colorful way to teach a valuable lesson. Blending this lively storytelling style with the authority of their experience, Pat Townsend and Joan Gebhardt build on their pioneering advances to offer 93 lessons that teach the art of quality management. These lessons come from many sources: case studies, stories, anecdotes, and straightforward advice; but they reinforce the three overriding principles of quality management: increased profitability, strong employee satisfaction, and improved service. PATRICK L. TOWNSEND and JOAN E. GEBHARDT (Holden, Massachusetts) are partners at Townsend and Gebhardt, a quality management and training company. They are also the co-authors of Commit to Quality (Wiley).
- ISBN10 0471552062
- ISBN13 9780471552062
- Publish Date 6 April 1992
- Publish Status Out of Stock
- Out of Print 13 January 2011
- Publish Country US
- Imprint John Wiley & Sons Inc
- Format Hardcover
- Pages 262
- Language English