Quality in action: 93 lessons in leadership, participation, and measurement
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York, NY
Wiley
1992
|
| Subjects: | |
| Online Access: | Contributor biographical information Publisher description Table of Contents Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | XXI, 262 S. Ill. 24 cm |
| ISBN: | 0471552062 |
Staff View
MARC
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| 264 | 1 | |a New York, NY |b Wiley |c 1992 | |
| 300 | |a XXI, 262 S. |b Ill. |c 24 cm | ||
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| 650 | 7 | |a Kwaliteitszorg |2 gtt | |
| 650 | 4 | |a Qualité totale | |
| 650 | 4 | |a aTotal quality management | |
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Record in the Search Index
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|---|---|
| adam_text | Contents An Ancient Fable 1
On Leadership
1. Action: Commitment: Taking an
Active Role °
2. Authority: Freedom to Act Encourages
Leadership °
3. Challenge: Assessing Frederick Taylor s
Impact on the American Worker 11
4. Clarity: When Is New New? J3
5. Completeness: Adding All the Ingredients to the
Recipe for Quality 15
6. Confusion: TQM = Total Quality Mayhem
When Executives and Employees
Are Out of Sync 18
7. Consistency: Colliding Values Create
a Consumer Jekyll and
Corporate Hyde
8. Doctrine: Insight from a Second Reading of
Doctors Deming and Peters «
9. Flexibility: Using Leadership Styles 5
10. Focus- Policies and Principles
11. Growth: Eleven Leadership Principles
to Emulate *
12. Housekeeping: A Quality Process Starts at Home 31
13. Humor: Leave Em Laughing **
14. Identity: This Corporate Identity Is All It Is
Quacked Up to Be *»
15. Internalizatlon: When Instinct and Habit Merge 5»
xviii Contents
16. Investment: Quality: The Best Investment for
the 1990s 40
17. Judgment: Putting Leadership Theory into
Practice: Get the Flagpole Up! 43
18. Listening: Hearken! Herein Lies a Story 44
19. Love: Leadership at Its Best 46
20. Outreach: Seek Answers Outside the
Castle Keep 51
21. Paradigms: The Middle Management
Dilemma: How to Live
with Quality 55
22. Performance: A Diatribe on Quality (and
Non-Quality) 57
23. Perseverance: The Ghost of Programs Past 60
24. Priorities: How s That Again? 65
25. Reality: Three Myths Concerning Quality 66
26. Requisites: Beyond Lip Service: An Action
Plan for Top Management 68
27. Resources: Allocating Time, Money, and
Materials for a Quality Process 71
28. Responsibility: Who Does What in a
Black Box Model 74
29. Self-Confidence: When Picking a Consultant, Be
Sure the Fit Is Right 77
30. Simplicity: 20 Maxims on Quality 79
31. Trust: An Old-Fashioned Story of
Empowerment 81
On Participation
32. ab initio: Framework for Participation 85
33. Autonomy: In the Absence of Corporate
Support, What One Employee
Can Do 86
34. Balance: The Pros and Cons of Employee
Participation 88
35. Canons: Four Canons of Participation 91
36. Celebration: Sometimes You ve Just Got to
Throw a Party 92
37. Change: Change Happens 95
38. Communications: Improve Communications Skills:
Check Reception—Listen Down 96
Contents xix
39. Creativity: Wanted: Customer Service
Employees Willing to Make an
Extra Effort 99
40. Effectiveness: Little Things Mean a Lot 101
41. Empowerment: A Tale of Puzzled Participation 102
42. Follow-Up: Suggestion? What Suggestion?
(When Quality Ideas Go Astray) 106
43. Fun: Seriously, Organize Some Fun 107
44. Individualism: Collective Action Can Also Work
for Individualists 110
45. Initiative: On Banks, Planes, Pizzas, and Post
Offices ... A Service Potpourri 112
46. Issues: Corporate Roadblocks to
Achieving Quality 115
47. Mastery: On-the-Job Training Is a Lousy
Way to Learn 117
48. Memory: What Happens When the
Corporate Memory Retires? 119
49. Negotiation: On Dealing with the
Quality Purists 120
50. Personalities: Great Minds Do (Not) Think Alike 123
51. Perspective #1: An Abridged History of
Participation in Three Questions 124
52. Perspective #2: An Abridged History of Quality 126
53. Preparation: Curriculum for Team
Leader Training 127
54. Prototype: A Quality School System 130
55. Provision: Quality a la Carte 133
56. Recognition: Goldilocks and the Three
Thank You s 137
57. Reinforcement: Getting Started as a Team Leader 139
58. Stability: On the Vitality and Longevity of a
Quality Process 141
59. Structure: A Blueprint for Matching Solutions
to Problems 144
60. Synergy: When the Whole Is Greater Than
the Sum of Its Parts 147
61. Teamwork: The Ultimate Question for Quality:
What Can We Do Together? 149
62. Vocabulary: A Short Dictionary of
Quality Terms 154
** Contents
On Measurement
63. Absolutes: Management Philosophers Speak 159
64. Accessibility: A Paperboy Named Pareto and
How He Developed His Analysis 159
65. Alert: Tripwire Measurement: An Early
Warning System l6l
66. Awareness: Find the Wheel Before It Squeaks 163
67. Benchmarks: Mirror, Mirror, on the Wall ...
Who s the Fairest in My Market
Sector? 165
68. Catalysts: Surveys? What Do You Think? 167
69. Cooperation: A Fairy Tale of Faulty Interaction 171
70. Customer Focus: What Did You Expert? 174
71. Design: Cafeteria Customer Service:
Put Your Money Where Their
Mouth Is 175
72. Documentation: Backing Opinion with Facts 177
73. Effectiveness: China in Russia: A Study in Quality
(out of) Control 179
74. Experience: Experienced Employees Are the
Best Judges of Quality 181
75. Feedback: Prescription for Quality: Large
Doses of Information 185
76. Function: Doing the Right Things vs. Doing
Things Right 189
77. Goals: Is Perfection a Reasonable Goal? 192
78. Guidelines: Malcolm Baldrige National
Quality Award 195
79. Integration: From Cop to Coach—A New Role
for Quality Control Specialists 200
80. Intention: A Saga of Sales Sapped by
Legal Lingo 202
81. Interpretation: Let Logic Prevail 204
82. Nonconformance: Taking a Cost of Quality Survey 205
83. Precision: Measureless Chocolate Chip
Cookies 209
84. Prevention: An Ambulance Down in the
Valley 210
85- Proactive: Police Story: The Case of the Cop
and His Customers 212
Contents xxi
86. Process: Measurement Methodology
at Mutual 215
87. Progress: The Mechanics of Tracking a
Quality Process 219
88. Quantitativeness: How Do I Love Thee? Let Me
Track the Data 222
89. Reaction: The Impact of Variability 224
90. Recovery: Converting Customer
Dissatisfaction into
Customer Loyalty 226
91. Relevance: Measurement Without Merit 230
92. Reward: Close Enough for Government
Work No Longer Cuts It for
Government Work 231
93. Standards: Quality Standards Are
International 236
Endnotes 239
Axioms for Action 241
Index 255
|
| adam_txt |
Contents An Ancient Fable 1
On Leadership
1. Action: Commitment: Taking an
Active Role °
2. Authority: Freedom to Act Encourages
Leadership °
3. Challenge: Assessing Frederick Taylor's
Impact on the American Worker 11
4. Clarity: When Is New New? J3
5. Completeness: Adding All the Ingredients to the
Recipe for Quality 15
6. Confusion: TQM = Total Quality Mayhem
When Executives and Employees
Are Out of Sync 18
7. Consistency: Colliding Values Create
a Consumer Jekyll and
Corporate Hyde
8. Doctrine: Insight from a Second Reading of
Doctors Deming and Peters «
9. Flexibility: Using Leadership Styles 5
10. Focus- Policies and Principles
11. Growth: Eleven Leadership Principles
to Emulate *
12. Housekeeping: A Quality Process Starts at Home 31
13. Humor: Leave'Em Laughing **
14. Identity: This Corporate Identity Is All It Is
Quacked Up to Be *»
15. Internalizatlon: When Instinct and Habit Merge 5»
xviii Contents
16. Investment: Quality: The Best Investment for
the 1990s 40
17. Judgment: Putting Leadership Theory into
Practice: Get the Flagpole Up! 43
18. Listening: Hearken! Herein Lies a Story 44
19. Love: Leadership at Its Best 46
20. Outreach: Seek Answers Outside the
Castle Keep 51
21. Paradigms: The Middle Management
Dilemma: How to Live
with Quality 55
22. Performance: A Diatribe on Quality (and
Non-Quality) 57
23. Perseverance: The Ghost of Programs Past 60
24. Priorities: How's That Again? 65
25. Reality: Three Myths Concerning Quality 66
26. Requisites: Beyond Lip Service: An Action
Plan for Top Management 68
27. Resources: Allocating Time, Money, and
Materials for a Quality Process 71
28. Responsibility: Who Does What in a
"Black Box" Model 74
29. Self-Confidence: When Picking a Consultant, Be
Sure the Fit Is Right 77
30. Simplicity: 20 Maxims on Quality 79
31. Trust: An Old-Fashioned Story of
Empowerment 81
On Participation
32. ab initio: Framework for Participation 85
33. Autonomy: In the Absence of Corporate
Support, What One Employee
Can Do 86
34. Balance: The Pros and Cons of Employee
Participation 88
35. Canons: Four Canons of Participation 91
36. Celebration: Sometimes You've Just Got to
Throw a Party 92
37. Change: Change Happens 95
38. Communications: Improve Communications Skills:
Check Reception—Listen Down 96
Contents xix
39. Creativity: Wanted: Customer Service
Employees Willing to Make an
Extra Effort 99
40. Effectiveness: Little Things Mean a Lot 101
41. Empowerment: A Tale of Puzzled Participation 102
42. Follow-Up: Suggestion? What Suggestion?
(When Quality Ideas Go Astray) 106
43. Fun: Seriously, Organize Some Fun 107
44. Individualism: Collective Action Can Also Work
for Individualists 110
45. Initiative: On Banks, Planes, Pizzas, and Post
Offices . A Service Potpourri 112
46. Issues: Corporate Roadblocks to
Achieving Quality 115
47. Mastery: On-the-Job Training Is a Lousy
Way to Learn 117
48. Memory: What Happens When the
Corporate Memory Retires? 119
49. Negotiation: On Dealing with the
Quality Purists 120
50. Personalities: Great Minds Do (Not) Think Alike 123
51. Perspective #1: An Abridged History of
Participation in Three Questions 124
52. Perspective #2: An Abridged History of Quality 126
53. Preparation: Curriculum for Team
Leader Training 127
54. Prototype: A Quality School System 130
55. Provision: Quality a la Carte 133
56. Recognition: Goldilocks and the Three
Thank You's 137
57. Reinforcement: Getting Started as a Team Leader 139
58. Stability: On the Vitality and Longevity of a
Quality Process 141
59. Structure: A Blueprint for Matching Solutions
to Problems 144
60. Synergy: When the Whole Is Greater Than
the Sum of Its Parts 147
61. Teamwork: The Ultimate Question for Quality:
What Can We Do Together? 149
62. Vocabulary: A Short Dictionary of
Quality Terms 154
** Contents
On Measurement
63. Absolutes: Management Philosophers Speak 159
64. Accessibility: A Paperboy Named Pareto and
How He Developed His Analysis 159
65. Alert: Tripwire Measurement: An Early
Warning System l6l
66. Awareness: Find the Wheel Before It Squeaks 163
67. Benchmarks: Mirror, Mirror, on the Wall .
Who's the Fairest in My Market
Sector? 165
68. Catalysts: Surveys? What Do You Think? 167
69. Cooperation: A Fairy Tale of Faulty Interaction 171
70. Customer Focus: What Did You Expert? 174
71. Design: Cafeteria Customer Service:
Put Your Money Where Their
Mouth Is 175
72. Documentation: Backing Opinion with Facts 177
73. Effectiveness: China in Russia: A Study in Quality
(out of) Control 179
74. Experience: Experienced Employees Are the
Best Judges of Quality 181
75. Feedback: Prescription for Quality: Large
Doses of Information 185
76. Function: Doing the Right Things vs. Doing
Things Right 189
77. Goals: Is Perfection a Reasonable Goal? 192
78. Guidelines: Malcolm Baldrige National
Quality Award 195
79. Integration: From Cop to Coach—A New Role
for Quality Control Specialists 200
80. Intention: A Saga of Sales Sapped by
Legal Lingo 202
81. Interpretation: Let Logic Prevail 204
82. Nonconformance: Taking a Cost of Quality Survey 205
83. Precision: Measureless Chocolate Chip
Cookies 209
84. Prevention: An Ambulance Down in the
Valley 210
85- Proactive: Police Story: The Case of the Cop
and His Customers 212
Contents xxi
86. Process: Measurement Methodology
at Mutual 215
87. Progress: The Mechanics of Tracking a
Quality Process 219
88. Quantitativeness: How Do I Love Thee? Let Me
Track the Data 222
89. Reaction: The Impact of Variability 224
90. Recovery: Converting Customer
Dissatisfaction into
Customer Loyalty 226
91. Relevance: Measurement Without Merit 230
92. Reward: "Close Enough for Government
Work" No Longer Cuts It for
Government Work 231
93. Standards: Quality Standards Are
International 236
Endnotes 239
Axioms for Action 241
Index 255 |
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| id | DE-604.BV023413104 |
| illustrated | Illustrated |
| index_date | 2024-07-02T21:28:19Z |
| indexdate | 2024-07-09T21:18:05Z |
| institution | BVB |
| isbn | 0471552062 |
| language | English |
| lccn | 91025776 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016595685 |
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| physical | XXI, 262 S. Ill. 24 cm |
| publishDate | 1992 |
| publishDateSearch | 1992 |
| publishDateSort | 1992 |
| publisher | Wiley |
| record_format | marc |
| spelling | Townsend, Patrick L. Verfasser aut Quality in action 93 lessons in leadership, participation, and measurement Patrick L. Townsend, Joan E. Gebhardt New York, NY Wiley 1992 XXI, 262 S. Ill. 24 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Gestion d'entreprise Kwaliteitszorg gtt Qualité totale aTotal quality management aIndustrial management Management (DE-588)4037278-9 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s Management (DE-588)4037278-9 s DE-604 Gebhardt, Joan E. Verfasser aut http://www.loc.gov/catdir/bios/wiley041/91025776.html Contributor biographical information http://www.loc.gov/catdir/description/wiley032/91025776.html Publisher description http://www.loc.gov/catdir/toc/onix03/91025776.html Table of Contents HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016595685&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Townsend, Patrick L. Gebhardt, Joan E. Quality in action 93 lessons in leadership, participation, and measurement Gestion d'entreprise Kwaliteitszorg gtt Qualité totale aTotal quality management aIndustrial management Management (DE-588)4037278-9 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4219057-5 |
| title | Quality in action 93 lessons in leadership, participation, and measurement |
| title_auth | Quality in action 93 lessons in leadership, participation, and measurement |
| title_exact_search | Quality in action 93 lessons in leadership, participation, and measurement |
| title_exact_search_txtP | Quality in action 93 lessons in leadership, participation, and measurement |
| title_full | Quality in action 93 lessons in leadership, participation, and measurement Patrick L. Townsend, Joan E. Gebhardt |
| title_fullStr | Quality in action 93 lessons in leadership, participation, and measurement Patrick L. Townsend, Joan E. Gebhardt |
| title_full_unstemmed | Quality in action 93 lessons in leadership, participation, and measurement Patrick L. Townsend, Joan E. Gebhardt |
| title_short | Quality in action |
| title_sort | quality in action 93 lessons in leadership participation and measurement |
| title_sub | 93 lessons in leadership, participation, and measurement |
| topic | Gestion d'entreprise Kwaliteitszorg gtt Qualité totale aTotal quality management aIndustrial management Management (DE-588)4037278-9 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Gestion d'entreprise Kwaliteitszorg Qualité totale aTotal quality management aIndustrial management Management Qualitätsmanagement |
| url | http://www.loc.gov/catdir/bios/wiley041/91025776.html http://www.loc.gov/catdir/description/wiley032/91025776.html http://www.loc.gov/catdir/toc/onix03/91025776.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016595685&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT townsendpatrickl qualityinaction93lessonsinleadershipparticipationandmeasurement AT gebhardtjoane qualityinaction93lessonsinleadershipparticipationandmeasurement |