Total Quality Management: Strategies and Techniques Proven at Today's Most Successful CompaniesContains a `best of quality' perspective which demonstrates what has worked in America's most successful companies and why. Explores the new management model not as a business theory but as a business reality. Poses hard quality questions every manager must answer to achieve profitability and customer satisfaction. Explains how any firm can benchmark the optimum systems from quality conscious companies in every department and division. Each of the 18