Beyond Quality

Résumé du livre

Bowles and Hammond offer a historical synopsis and review of the state of the art of quality control and improvement, focusing the efforts of 50 U.S. companies. They summarize the contributions to the quality movement of three Americans and two Japanese: W. Edwards Deming, Joseph M. Juran, Armand V. Feigenbaum, Taiichi Ohno, and Ichiro Ishikawa. They emphasize the growing realization that product quality is not enough to overcome the competition--customer service must also play a significant role of such quality-recognition competitions as the Deming Prize and the Malcolm Baldrige National Quality Award. ISBN 0-399-13650-9: $19.95.