Implementing Quality with a Customer Focus

• What is the starting point in pursuit of quality?
• What are the necessary ingredients to instill quality in your organization?
• How do you build a solid foundation for a successful quality effort?

Managers now have access to step-by-step action plan to instill quality in their organizations as a process, not a program or project.Implementing Quality with a Customer Focus is a guide to developing, implementing, and continuously improving a total quality effort-an effort that has a beginning but no end as the quality process evolves in an organization.

To create the necessary environment for the healthy development of quality, the author stresses that you must establish a philosophy and methodology aimed at satisfying both internal and external customers. This customer focus is readily grasped by every person in an organization.

Griffiths shares valuable commentary about the attitudes necessary for successfully implementing quality, and also offers practical tips and advice for lanuching, monitoring, and further enhancing a quality process. You'll learn not just what to do, but how.

Acknowledgments
Introduction

Part 1 : Investigating, Selecting, and Developing Your Quality Concepts
Chapter 1 : Establish a Customer Focus
Chapter 2 : Commit to the Quality Process
Chapter 3 : Develop Your Quality Mission Statement and Objectives
Chapter 4 : Develop Your Quality Process
Chapter 5 : Develop Your Implementation Plan

Part 2 : Laying the Foundation Through Education
Chapter 6 : Orient Your Employees
Chapter 7 : Educate in Basic Concepts
Chapter 8 : Train Leaders and Facilitators
Chapter 9 : Provide Basic Tools and Techniques

Part 3 : Applying the Process
Chapter 10 : Use the Quality Process
Chapter 11 : Form Family Teams
Chapter 12 : Form Cross-Functional Teams
Chapter 13 : Include Individual Involvement
Chapter 14 : Involve Others
Chapter 15 : Communicate, Communicate, Communicate

Part 4 : Supporting the Process
Chapter 16 : Recognize, Recognize, Recognize
Chapter 17 : Walk the Talk
Chapter 18 : Monitor Process Progress

Part 5 : Enhancing the Process
Chapter 19 : Convert Management to Leaders
Chapter 20 : Develop and Use Meaningful Techniques & Measures
Chapter 21 : Link Personal Performance to Quality
Chapter 22 : Establish the Concept of Continual Improvement

Part 6 : Process Power
Chapter 23 : Positive Results and Benefits
Chapter 24 : Challenges
Chapter 25 : Opportunities
Chapter 26 : Continuing the Pursuit

Quality References
Appendix
Index

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