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Description - Quality Is Personal by Roberts

In this guide to involving employees in the process of Total Quality Management, Harry V. Roberts and Bernard F. Sergesketter make the argument that "personal quality checklists" - by which employees monitor waste reducers and value adding activities in their immediate work environment - can significantly increase individual understanding of the general concepts and implementation of TQM. Drawing on two years of research at AT&T, the authors demonstrate how these systematic self-appraisals lead to improvement in personal job effectiveness, and help employees better serve internal and external customers. Monitoring performance improvement with checklists, they show, is an important contribution in the successful transformation of an organization into a Total Quality Management company.

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Book Details

ISBN: 9780029266250
ISBN-10: 0029266254
Format: Paperback
(235mm x 156mm x 13mm)
Pages: 176
Imprint: The Free Press
Publisher: Simon & Schuster
Publish Date: 1-Jan-1993
Country of Publication: United States

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