Using a unique blend of stories, tips, charts, and tables that can be adapted to any organization, this book shares the stories, wisdom, and “silver bullets” gained by two divisions of the Boeing Corporation as they won the Malcolm Baldrige Quality Award. The “silver bullets” are the kernels of management wisdom that set this book apart and provide the simple insights that anyone can adopt. This book uses a systems perspective to provide solutions that will inspire leaders to champion such approaches, while also providing tried and true details and “how-to” applications to the in-house practitioners and consultants.Whether you are looking for tools and techniques to make your organization and processes more effective, or you are starting from scratch, this book provides you with a set of proven approaches to achieving excellence. The insights into excellence and the Baldrige journey that Spong and Collard have mastered have allowed their organizations to celebrate with great processes, loyal customers, engaged employees, high quality products and services, and significant profitability.
List of Figures
List of Acronyms
Foreword
Preface
Acknowledgements
Introduction
Chapter 1 : Leadership and the Learning Experience
Chapter 2 : Strategic Planning
Chapter 3 : Customer Satisfaction
Chapter 4 : Measurement, Analysis and Knowledge Management
Chapter 5 : People
Chapter 6 : Process Management
Chapter 7 : Observations on "The Journe"
Index
