Total quality management in action

This volume provides a practical approach to some of the most commonly asked questions in relation to quality management: how do we start?, and how do we do it? The text follows a fictional character, Chuck Champion, a typical American manager, as he wakes up to the need for Quality Management, and succeeds by studying and integrating the theory of quality management and applicable techniques. It presents an integrated model based on Deming's theory of management and Japanese Total Quality Control. Three world case studies are incorporated into the discussion, highlighting Xerox, Toyota Forklift and Florida Power and Light.