Reengineering and Total Quality Management promised dramatic improvements in profit, efficiency, and quality, but a number of TQM initiatives ended in failure as a result of an incorrect or incomplete implementation process. Here is a book that will help put the odds on your side by giving you specific skills and experience-based advice for successfully planning and implementing process design.
DeToro (President, The Quality Network, Ltd.) and Tenner (Engineering Practices Coordinator, Exxon Research and Engineering Company) tell how to develop a program that achieves the goal of improvements in profit, efficiency, and quality. Part I examines cultural requirements, leadership, and understanding an organization's current situation. Part II explains defining and identifying core processes, measuring performance and efficiency, understanding the customer's needs, documenting the program, and setting appropriate goals. Part III details how to plan an improvement program, provides an explanation of benchmarking techniques, and discusses critical success factors. Annotation c. by Book News, Inc., Portland, Or.