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| Preface | ||
| Acknowledgements | ||
| Pt. I | Why Worry about Quality? | |
| 1 | Faces and Facets of Quality | 3 |
| 2 | Quality is Survival | 11 |
| 3 | Portraits of Quality Survivors | 19 |
| 4 | The Costs of Not Doing the Right Thing Right the First Time | 31 |
| 5 | Transportation Tragedies | 35 |
| 6 | Waste in Space | 45 |
| 7 | Food Fiascos | 57 |
| 8 | Medical Mistakes | 65 |
| 9 | Electronic Errors | 81 |
| 10 | Environmental Disasters | 85 |
| 11 | The Price of Progress and Profit | 97 |
| 12 | Are Accidents Man-made? | 103 |
| 13 | Customer Power | 117 |
| Pt. II | Making Quality Happen | |
| 14 | Incite the Quality Revolution | 129 |
| 15 | Kaizen - Anything that Works is Obsolete | 139 |
| 16 | Who is the Customer? | 149 |
| 17 | One More Time, is the Customer Always Right? | 157 |
| 18 | Customers Don't Care about Our Costs | 167 |
| 19 | Your Internal Customer is Always Right | 173 |
| 20 | The Battle Plan - the Eight Steps to Quality | 179 |
| 21 | Authenticate Your Total Quality | 191 |
| 22 | Are You a Quality CEO? | 199 |
| 23 | Get Rid of Anti-quality Policies | 203 |
| 24 | A Starter Kit of Quality Policies | 223 |
| Pt. III | How "Total" is Your Quality? | |
| 25 | Good, Cheap, and Fast - the Big Q | 243 |
| 26 | Product and Service Dimensions of Quality | 249 |
| 27 | Multidimensional Quality | 255 |
| 28 | Measure Quality Right the First Time | 261 |
| 29 | Know Your Quality Management Style | 269 |
| 30 | Satisfy, Delight, and Surprise Customers | 277 |
| 31 | Consistency in Service Quality | 291 |
| 32 | Of the People! By the People! For the People??? | 299 |
| 33 | Zen and the Art of Quality | 309 |
| 34 | Coming to Terms with Quality | 313 |
| 35 | Quality Quotient Quiz | 319 |
| 36 | FAQ on Quality | 327 |
| Notes | 333 | |
| Subject Index | 349 | |
| Company Index | 356 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
| WonderClub |
Robert Jiles
reviewed Quality means survival on September 08, 2016
Quality means survival
Harvey Mackey knows what it takes to succeed. We should listen to him...and our careers...and lives will be more fruitful.
Make It A Great Day!
Mark Bowser
Author of "Sales Success" with Zig Ziglar
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Add Quality means survival, Caveat vendidor! (Let the seller beware!) Quality Means Survival sends this wake-up call to companies which still pay lip service to quality. Customers will no longer accept defects as certain along with death and taxes. Learn why and how bad quality has , Quality means survival to the inventory that you are selling on WonderClubX
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Add Quality means survival, Caveat vendidor! (Let the seller beware!) Quality Means Survival sends this wake-up call to companies which still pay lip service to quality. Customers will no longer accept defects as certain along with death and taxes. Learn why and how bad quality has , Quality means survival to your collection on WonderClub |
