The executive guide to implementing quality sytems/
by Peter Mears and Frank Voehl
- Florida: St. Lucie Press, c1995
- xi, 218p.: 27.5 cm.
Chapter 1. Leadership for continuous quality improvement --2. Creating a sense of urgency --3. Establishing direction --4. Supporting strategies and guiding principles --5. The quality council: a structure for continuous quality improvement --6. Roles of a successful quality council --7. Reporting and evaluating quality results --8. Empowerment, engagement and encouragement --9. Understanding the consumer --10. Implementing a consumer-forced measurement --11. Defining consumer quality --12. Improving services --13. Quality systems: ISO and Baldrige.