Total Quality Management

Warren Bennis says this book is "essential" to understand & implement TQM. The authors - consultants & researchers - focus not on statistical "tools" but on the underlying concepts of TQM. They use real-life examples to show that TQM is based on an overriding concern for customers, supported by a "culture" of quality established by top-level leaders. This book speaks clearly to managers, providing the understanding & technical detail needed to succeed at TQM.