Preface
Why This Book is Different
How to Get the Most Out of the Book
Summary
Professional Service Truths and Realities
Part I : A New Perspective on TQM
Chapter 1 : Why Professional Services Are Different
Chapter 2 : Five Keys That Unlock TQM/CI
Part II : Implementing Professional Service TQM/CI
Chapter 3 : The Shearer TQM/CI Model
Chapter 4 : How Process Improvement Teams Work
Chapter 5 : Implementation Tips
Part III : Implementation Tools
Chapter 6 : Decision-Making, Organizing, and Diagnosis Tools
Chapter 7 : Variation and Relationship Monitoring Tools
Part IV : Professional Service Applications
Chapter 8 : Continuous Improvement
Appendices
Appendix A : Definitions for Professional Service TQM/CI
Appendix B : Quality Assurance Manual Outline
Appendix C : Suggested Reading
Index
