Contains a `best of quality' perspective which demonstrates what has worked in America's most successful companies--and why. Explores the new management model not as a business theory but as a business reality. Poses hard quality questions every manager must answer to achieve profitability and customer satisfaction. Explains how any firm can benchmark the optimum systems from quality conscious companies--in every department and division. Each of the 18 chapters provides lessons from particular programs at three businesses--one manufacturing firm, one service company and one small business., ISBN13: 9780471595380 ISBN10: 0471595381 Material Type: hardcover