10 Essentials for High Performance Quality in the 21st Century

Identifying 10 steps readers can follow to optimize the quality of products and improve customer satisfaction, the book explains the rationale behind each of the steps in separate chapters. It addresses specific quality issues in six different sectors of the economy and provides statistics, tables, and figures from various organizations that support the need for a paradigm shift. The book includes a CD with a wealth of helpful tools—including time management tips, an introduction to International Standards (ISO 9000 and ISO 14000), and a brief summary of the Malcolm Baldrige Award.