Quality Quotes Book

	Preface
	How to Use This Book
	Customer Satisfaction	1
	Customers Come First/Customer Characteristics	5
	Organizations: Purpose and Nature	11
	Quality: Definitions and Characteristics	17
	Quality Comes First	25
	Big Q	29
	Customer Dissatisfaction	31
	Total Quality Management	33
	Cost of Poor Quality	37
	Education and Training	39
	Standards/Standardization	47
	Motivation	51
	Systems Deficiencies	59
	TQM Implementation	63
	Customer Expectations/Voice of the Customer	77
	Failure/Problem Solving	83
	Security Versus Fear	99
	Role of Leaders/Managers in TQM	103
	Inspection	117
	Growth of the Human Being	119
	Incremental Changes (Kaizen)	127
	Facts and Data/Measurement	131
	Statistics/Statistical Thinking	141
	Top Management Commitment	143
	Productivity, Competitiveness, and Survival	149
	Doing It Right the First Time	155
	Quality in Daily Work Life	157
	Authority and Responsibility/Empowerment	161
	Quality Planning (Quality by Design)	165
	Teamwork/Employee Involvement	169
	People: The Individual Worker	181
	Quality Improvement (Innovation)	187
	Quality Control	195
	Process-Oriented Management Versus Results-Oriented Management	201
	Moments of Truth	205
	Change: Need/Resistance	209
	Contemporary Sources	215
	Author Index	223
	Topic Index	241