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Managing quality in America's most admired companies

Author: Jay W Spechler
Publisher: San Francisco : Berrett-Koehler Publishers ; Norcross, Ga. : Industrial Engineeering and Management Press, Institute of Industrial Engineers, ©1993.
Edition/Format:   Print book : EnglishView all editions and formats
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Genre/Form: Case studies
Fallstudiensammlung
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Jay W Spechler
ISBN: 0898061180 9780898061185
OCLC Number: 27105594
Description: xii, 422 pages : illustrations ; 24 cm
Contents: Guidelines for implementing quality management --
Case studies of quality management in leading companies : Beverages : Anheuser-Busch : the strength of tradition, the power of people --
Chemicals : Monsanto : employee empowerment through total quality management --
Communications : Centex Telemanagement : improving client service through leadership ; Octel Communications Corporation : putting metrics in motion --
Computers, software : Xerox : a leadership approach to total customer satisfaction ; IBM Rochester : market-driven quality ; Intelligent Electronics, Inc. : building a corporate culture of service quality excellence ; Novell, Inc. : customer driven and loving it! --
Delivery service : Federal Express : the MBNQA is our license to practice --
Diversified financial : American Express Travel Related Services : a human resource approach to managing quality ; AT & T Universal Card Services : the center of the universe. Electronics, appliances : Westinghouse : TQM targets the bottom line ; Whirlpool Corporation : leadership is the critical success factor in a quality initiative --
Furniture, textiles : Springs Industries, Inc. : quality through improved use of human resources --
Hotel and convention business : Hyatt Hotels and Resorts : achieving quality through employee and guest feedback mechanisms --
Marriott Corporation : improved customer satisfaction through real time complaint feedback and resolution ; The Ritz-Carlton Hotel Company : reducing service variability with human resources systems --
Insurance : New York Life : increasing productivity and quality through TQM ; USAA : employee satisfaction equals customer satisfaction --
Metals : Reynolds Metals Company : don't forget the basics! --
Motor vehicles : Cadillac Motor Car : using simultaneous engineering to ensure quality and continuous improvement. Precision instruments : 3M : the cultural change at the Chico, California plant ; Photo-Sonics, Inc. : achieving quality results through vendor site surveys ; SpaceLabs Medical, Inc. : using policies, values, and measurement systems to ensure quality ; Steinway & Sons : quality through an artisan work ethic --
Publishing, information services : Knight-Ridder, Inc. : the end of an error --
Retail : Kmart Corporation : partners for quality ; Lazarus : quality control committee focuses on customer satisfaction --
Savings institutions : TIAA-CREF : managing quality at the world's largest pension system --
Transportation : Delta Air LInes, Inc. : excellent service one passenger at a time --
Utilities : Michigan Consolidated Gas Company : vision and values lead to quality service ; Ohio Edison Company : quality improvement through technical staff management.
Responsibility: Jay W. Spechler.

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