Total Quality: A User's Guide To Implementation,
Dan Ciampa,
Addison-Wesley, 1992
This book was one of the first comprehensive guidelines for senior managers to implement Total Quality Management. It directly addresses the challenge of how to make Total Quality successful in a practical, no nonsense way. Companies in every sector from manufacturing to service industries compete today on the basis of quality, not simply on cost. The companies that dominate markets are those that deliver high-quality, competitively-priced products and services just when the customer wants them and in a way that exceeds the customer’s expectations. The vehicle by which these companies moved in that direction was Total Quality, a company-wide effort that installs and makes permanent a climate where employees continuously improve their abilities to provide on-demand products and services that customers find of outstanding value.
Here are comments from people who have utilized this book:
"This book provides insight to the most effective techniques and the critical components needed for success...I believe it is essential for anyone attempting to implement a total quality effort."
Edward C. Bessey, President
US Pharmaceuticals, Pfizer Inc
"This book is the best description I have seen of how to get the senior management to be customer focused and working on the continuous improvement of operations. Few authors have been able to lay out the issues that need to be addressed as well as Dan Ciampa. This book should be read by all those who are serious about revitalizing their organization..."
Albert E. Prendergast, Senior Vice President
MasterCard International
