Preface
Chapter 1 : Getting Started
Chapter 2 : The Vision
Chapter 3 : Top Management Commitment
Chapter 4 : The Voice of the Customer
Chapter 5 : Policy Management ; Doing the Right Thing
Chapter 6 : Quality Improvement Teams : Respect for People
Chapter 7 : Quality in Daily Work : Doing Things Right
Chapter 8 : Bright Ideas
Chapter 9 : Vendor Quality
Chapter 10 : Education and Training
Chapter 11 : Results
Chapter 12 : Recognition
Chapter 13 : The Deming Prize Preparation, Part 1
Chapter 14 : The Deming Prize Preparation, Part II
Chapter 15 : What Else Can Go Wrong ?
Chapter 16 : The Exam
Chapter 17 : The Deming Prize Award
Chapter 18 : The Malcolm Baldrige National Quality Award : A Brief Legislative History
Chapter 19 : The Future
Appendix
Recommended Readings
Index
