The race without a finish line

"Total Quality Management (TQM) - the art of continuous improvement with customer satisfaction as the goal - has become the rallying cry of American businesses, government agencies, and voluntary organizations alike. With lessons from such quality-oriented companies as Motorola, Zytec, and Xerox, The Race Without a Finish Line shows how TQM can be used to help organizations deliver the variety, customization, and timeliness today's customers demand." "Based on interviews and site visits with twelve Baldrige Award-winning companies, as well as with two winners of the President's Quality and Productivity Award, The Race Without a Finish Line is a complete guide to implementing TQM in all organizations - private and public. The experiences of leading-edge companies will help managers assess their organization's readiness for the transition and prepare for the cultural revolution required to truly embrace quality." "The Race Without a Finish Line shows how to teach employees vital TQM skills - such as teamwork, openness, trust, and collaboration - and how to set up rewards and communications systems that reinforce these values. It offers an insider's guide to winning the Baldrige and President's awards as well as resources to facilitate the implementation of TQM, including a glossary of key terms, a directory of TQM centers, and a bibliography of other TQM publications."--Jacket.