Total quality management has been a buzzword in the business community for almost a decade. Why, then, are so many businesses still struggling with mediocrity? And why are so few companies able to extend their commitment to continuous improvement beyond the first year?

Here's a practical, step-by-step system that helps managers improve every area of their business through the concept of "Circle-4" Quality. This revolutionary approach shows how to focus on the needs of employees, suppliers, shareholders, and end-users to achieve lasting quality in all company functionsfrom product planning and design to manufacturing and customer service.

Packed with real-life examples, including a complete case history of a manufacturing company, this valuable guide shows you how to identify the motivation, goals, and requirements of the "Circle-4" customer and continuously improve customer satisfaction; sustain high-quality process execution and control to meet your customers' needs; assess the strengths and weaknesses of your current operations in developing your quality system; use employee empowerment, performance feedback, business objectives, and market data to establish a Quality Information System; and streamline delivery systems, establish an information network, and manage your empowered business to maintain total quality results.

Plus, you'll also find useful sample policies and plans, workable process models, checklists, charts, and numerous other tools to help you create a "Circle-4" Quality System in your own company.

This valuable guide offers proven, business-tested advice for success that makes it easier than ever for you to increase productivity, boost both employee and customer satisfaction, improve bottom-line profits, and enable world-class business performance.

Introduction
Pt. 1 Defining a Quality Philosophy 1
Ch. 1 The Current View of Quality 3
Ch. 2 Focusing on the Customer 13
Ch. 3 Understanding the Motivation, Goals, and Requirements of the Circle-4 Customer 25
Ch. 4 Defining Circle-4 Quality 41
Ch. 5 Do We Pursue a Quality Program or Establish a Quality Culture? 51
Ch. 6 Defining the Quality System 63
Ch. 7 Structuring an Effective Quality Organization 69
Pt. 2 Defining a Closed-Loop Quality Information System 87
Ch. 8 Understanding the Relationship Between Information, Data and Decision-making 89
Ch. 9 Initiating the Flow of Information by Communicating Objectives 99
Ch. 10 The Role of the Schedule in the Quality System 115
Ch. 11 Understanding Effective Performance Feedback 133
Ch. 12 The Importance of Recognition and Simulation in the Information System 149
Ch. 13 Closing the Information Loop Using Customer Feedback 161
Ch. 14 Creating a Flow of Information Through Quality Decision Making 169
Pt. 3 Characteristics of an Effective Quality Delivery System 179
Ch. 15 Defining the Quality Delivery System 181
Ch. 16 Understanding the Source of Product Quality 189
Ch. 17 Using Product Documentation to Control and Assure Product Quality 209
Ch. 18 How Process Definition and Integration Enables Consistent Production Quality 223
Ch. 19 Continuous Quality Improvement Through Effective Process Execution and Control 239
More...