Measures of quality and high performance : simple tools and lessons learned from America's most successful corporations

Based on extensive research with 19 organizations that have received the Malcolm Baldridge National Quality Award, this work explains how to improve quality and response time, reduce costs and gain market share. It helps readers assess their own companies by asking three questions: Has your organization recognized the new methods that are replacing old habits? Does it employ customer value-added concepts? Is training a key element in the overall strategy?