1. Focus on the customer -- 2. Core concepts of total quality management -- 3. Learning from the quality gurus -- 4. Cutting the cost of quality -- 5. Case studies of total quality management -- 6. Tools and techniques of total quality management -- 7. Avoiding the hype
Summary
The Essence of Total Quality Management is an invaluable reference source for managers on short courses; for MBA and other students who want to get quickly to the heart of the subject; as reference material for managers' bookshelves and for aspiring managers wishing to improve their knowledge and skills
