Quality is Everybody's Business: 1st Edition (Hardback) book cover

Quality is Everybody's Business

1st Edition

By Patrick L Townsend, Joan E Gebhardt

CRC Press

392 pages

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Hardback: 9781574442847
pub: 1999-12-03
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eBook (VitalSource) : 9780203741597
pub: 2019-01-15
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Done correctly, Total Quality Management (TQM) will increase your profits and preserve your resources, make your customers and employees happy, and it is the ethical thing to do. The key, of course, is to do it right. Unfortunately, when quality efforts fail to fulfill their potential, business leaders begin to doubt the efficacy of making the pursuit of quality a primary organizational priority.

The most consistent mistake: starting small and implementing only part of the plan. Examples of partial efforts ending in disappointment or disaster abound. As a result, the only thing "total" about TQM processes has been the level of frustration. Quality is Everybody's Business makes it possible for people at all levels of your organization to understand the underlying theory and the specific mechanics of continual improvement.

In an easy-to-read style, the book shows you how to untangle seemingly complex theory into guidelines for everyday managing and leading. The authors provide a comprehensive presentation of the practical details and the reasoning behind defining, implementing, and maintaining a 100% employee involvement process. Taken as a whole, the articles presented in this book address the theory and the practice of TQM in an integrated manner.

Once your customers experience quality, they will continue to look for the quality option. Done correctly, TQM can be defined and implemented in six-to-eight months - and that includes actively involving everyone on the payroll in the process and seeing positive bottom line results virtually immediately. Whether your organization has a TQM process in place or is just beginning to implement one, Quality is Everybody's Business gives you the tools to make it a complete quality process.

Table of Contents


Call to Action!

Democracy and Quality

The Three Components




Getting it Done

The Role of Senior Managers

Mechanics of a Complete Quality Process

The Baldridge

If They Can Do it…

The Military as a Benchmark

The Paul Revere Process

Industry - Specific Examples

Final Thoughts

Ideas for Consideration

Keeping Quality Alive

Putting the Focus on the Right Place

Closing Notes


Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Management Science
BUSINESS & ECONOMICS / Quality Control