Written by the first of a new breed of ``quality gurus,'' Fourth Generation Management is a clear, concise synthesis of the best of current management practice and a host of dynamic prescriptions for the future. The centerpiece of the book is the ``Joiner Triangle'', which provides readers with a conceptual framework upon which to build a new corporate culture--one that positions companies for growing productivity and profit in the years ahead. Focusing on quality as defined by the customer. . .a scientific, databased approach to management. . .and the creation of long-term, team-spirited relationships both internally and externally--the Joiner Triangle is already gaining credence as the management philosophy of tomorrow. And that's only the beginning. Readers will learn why process is more important than short-term results, how to foster a working environment in which all employees feel like winners, a new way of looking at data, processes, and variation, and much more. In short, this major release by a widely respected quality improvement leader is the business person's blueprint for the next phase of the ``Quality Revolution.''
Part I : Getting Better Faster
Chapter 1 : Changing the Way We Manage
Chapter 2 : Quality vs. Productivity?
Chapter 3 : The Organization as a System
Chapter 4 : Rapid Learning, Rapid Improvement
Part II : Building a True Customer Focus
Chapter 5 : Voice of the Customer
Chapter 6 : Customer-Focused Strategies
Part III : Managing in a Variable World
Chapter 7 : Principles of Variation
Chapter 8 : The Price of Ignorance
Chapter 9 : Strategies for Reducing Variation
Chapter 10 : Management Reactions to Variation
Part IV : Creating and Maintaining Gains
Chapter 11 : Better Methods, Better Result
Chapter 12 : Improving our Ability to Improve
Part V : Creating the Environment
Chapter 13 : All One Team
Chapter 14 : The Challenges of Performance Appraisal
Postscript
Appendix
Notes
