Is your organization looking back on its quality process and saying "it failed"? Are you concerned that TQM is just another fad, only to be replaced by the next improvement movement? Don't jump ship just yet. Everyone experiences failures in their quality improvement process. Successful organizations are different because they learn from their failure: They do it right the second time. In this plain-speaking, easy-to-read book, Peter Merrill helps companies take what they learned from their firstattempts at implementing a quality program, rethink the plan, and move forward. He takes you sequentially through the activities required to lead a lasting change from vision to final realization. Each brief chapter covers a specific topic in a framework which leads you directly to the issues that concern your organization.

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