Foreword
Acknowledgments
Introduction
Chapter 1. : Beginnings
Chapter 2. : Planning and Beginning Education and Strategies
Chapter 3. : Deming’s 14 Points
Chapter 4. : Implementing Excellence Through Quality-The Early Stages
Chapter 5. : Announcing the Strategy
Chapter 6. : Implementation-Later Stages
Chapter 7. : Lessons Learned
Chapter 8. : Review
Introduction to the Appendices
Appendix A : Quality Action System Facilitator Manual
Appendix B : Whipping Accounts Receivable Quality Action Team
Appendix C : Help Desk Quality Action Team
Appendix D : Process Evaluation
Appendix E : SQA/EVT Quality Action Team
Appendix F : Electrical Development Process Quality Action Team
Appendix G : Just Say No Quality Action Team
Appendix H : Sales Maintenance Invoicing Tasks Process Improvement Team
Appendix I : Information Systems Quality Action Team
Appendix J : Direct Connection Quality Action Team
Appendix K : Customer Services Quality Invoicing Team Excellence
Bibliography
Index