Quality Is Everybody's Business Book

	Introduction	v
Section 1	Origins	1
Chapter 1	Call to Action!	3
	It Is Time To Get On With It!	5
	The Service Revolution	14
	A New Model for Quality	20
Chapter 2	Democracy and Quality	25
	A Revolutionary Example for Quality	27
	An Excellent Enterprise If You Can Keep It	32
	The Revolution Continues	39
Section 2	The Three Components	43
Chapter 3	Leadership	45
	Making Change Possible	46
	Beyond Charging the Hill and Demanding Excellence	50
	Take It Personally	57
	Leadership at Every Level	62
	The Secrets of Continuous Quality Improvement	64
Chapter 4	Participation	69
	Participation: Starting with the Right Question	70
	Quality--Down to the Roots	77
	The 100% Solution or Greater Non-conformity	83
Chapter 5	Measurement	87
	Measurement: Neither a Religion nor a Weapon	88
	Sharing the Wealth in Quality Partnerships	95
	Qualicrats and Hypocrites: A Troubling Status Report From the Front	99
Section 3	Getting it Done	113
Chapter 6	The Role of Senior Managers	115
	A Quality Beginning	117
	Top Management Commitment--What's That?	121
	Beginning "Quality Without Limits"	124
	Try Continuous Involvement Improvement	131
Chapter 7	Mechanics of a Complete Quality Process	143
	What Went Wrong With Quality?	144
	Four Phases of a Quality Process	150
	Quality Is Everybody's Business	153
Chapter 8	The Baldrige	175
	Pat Townsend on Choosing a Baldrige Quality-Assessment Consultant	177
	The Importance of the Baldrige to US Economy	180
Section 4	If They Can Do It...	199
Chapter 9	The Military as a Benchmark	201
	Leadership: An Ancient Source for a Modern World	203
	The Three Priorities of Leadership: Lessons from the Military	212
	What Military Can Teach Business About Leadership	217
Chapter 10	The Paul Revere Process	223
	Insurance Firm Shows That Quality Has Value	224
	The Policy Is Quality	239
	The Policy Is Still Quality	248
	Quality Involves Everyone: How Paul Revere Discovered "Quality has Value"	255
Chapter 11	Industry--Specific Examples	267
	Will Continuous Improvement Work Here?	269
	Breaking New Ground	278
	The Right Question	285
	Total Service Quality	290
	Total Quality Leadership or Partial Quality Management?	295
Section 5	Final Thoughts	307
Chapter 12	Ideas for Consideration	311
	Work and Enjoyment	313
	The Role of Leadership: Examples from the Insurance Sector and U.S. Marine Corps	318
	Followership: An Essential Element of Leadership	325
	Creating More Creativity	329
Chapter 13	Keeping Quality Alive	339
	Are You Practicing Total Quality? Take the Test	341
	Warning: This Good Idea May Become a Fad	343
	Remaking a Quality Management System, Part One	348
	Remaking a Quality Management System, Part Two	351
	What Happened to Quality?	356
Chapter 14	Putting the Focus in the Right Places	361
	What's Next After Quality?	362
	What's In It For Me?	366
	Closing Notes	375
	Sources	377