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Book synopsis

In this guide to involving employees in the process of Total Quality Management, Harry V. Roberts and Bernard F. Sergesketter make the argument that "personal quality checklists" - by which employees monitor waste reducers and value adding activities in their immediate work environment - can significantly increase individual understanding of the general concepts and implementation of TQM. Drawing on two years of research at AT&T, the authors demonstrate how these systematic self-appraisals lead to improvement in personal job effectiveness, and help employees better serve internal and external customers. Monitoring performance improvement with checklists, they show, is an important contribution in the successful transformation of an organization into a Total Quality Management company.

Book details

Book category Books in English Economics, finance, business & management Business & management Management & management techniques

• Full title: Quality Is Personal
• Subtitle: A Foundation For Total Quality Management
• Author: Harry V. Roberts, Bernard Sergesketter
• Language: English
• Binding: Paperback
• Number of pages: 176
• EAN: 9780029266250
• ISBN: 0029266254
• ID: 04487780
• Publisher: Simon & Schuster
• Weight: 213 g
• Dimensions: 235 × 156 × 13 mm
• Date of publishing: 28. June 1993

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