So you want to "get up to speed" on total quality in a few hours but don't know where to begin. Why not start with Essentials of Total Quality Management? This concise WorkSmart guide reduces the elusive TQM process to its core. In 100 pages, you will discover: how the total quality movement got started, including Deming's 14 points, Juran's philosophy, and the three elements of TQM; how to get companies focused on knowing and exceeding customer expectations; how to use 8 accepted quality tools and techniques to implement TQM; and how all employees from the mail room to the board room can improve quality in their organization. In addition, you'll also find a glossary tohelp you understand key terms and TQM buzzwords.