ISBN-10:
1560522569
ISBN-13:
9781560522560
Pub. Date:
01/28/1994
Publisher:
Crisp Publications, Inc.
TQM - 50 Ways to Make It Work for You

TQM - 50 Ways to Make It Work for You

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Product Details

ISBN-13: 9781560522560
Publisher: Crisp Publications, Inc.
Publication date: 01/28/1994
Series: Fifty-Minute Series
Edition description: New Edition
Pages: 110
Product dimensions: 8.07(w) x 10.01(h) x 0.32(d)

Table of Contents

Introduction
Section 1: Take Personal Responsibility for Quality Tip
1: Make a Commitment to Never-Ending Improvement Tip
2: Honor Your Commitments Tip
3: Make a Daily "To Do" List Tip
4: Accept Help Graciously Tip
5: Lead When a Leader Is Needed Tip
6: Define Excellence for Yourself Tip
7: Be Part of the Solution Tip
8: Admit Your Mistakes Tip
9: Do Your Part in the Group Effort Tip
10: Learn to Say "I'm Sorry" Tip
11: Learn Something New Each Day Tip
12: Strive for Zero Defects Tip
13: Take Charge of Morale Tip
14: Inspire Trust Tip
15: Offer Suggestions Tip
16: Look for Opportunities in Losses or Mistakes Tip
17: Accept Revisions as Proof That Someone Cares Tip
18: Don't Gossip or Spread Rumors
Section 2: Improve Teamwork and Commitment Tip
19: Know Your Organization's Mission Tip
20: Know Your Team's Goals Tip
21: Start and End Meetings on Time Tip
22: Be Tough on Problems-Soft on People Tip
23: Prepare for "Storming" Times Tip
24: Help Your Group Reach Consensus Tip
25: Appreciate Your Team's Diversity Tip
26: Develop an Effective Problem-Solving Process Tip
27: Celebrate Your Success Tip
28: Use Open-Ended Questions Tip
29: Help with Your Team's Chores Tip
30: Share Ideas as Well as Problems Tip
31: Use "Creative Dissatisfaction" as an Incentive Tip
32: Ignore Complaining Tip
33: Listen Respectfully to Each Team Member Tip
34: Empathize with Other Team Members' Feelings Tip
35: Put intoPractice "Actions Speak Louder Than Words" Tip
36: Find at Least One More Solution to Every Problem
Section 3: Focus on Customers and Service Tip
37: Define the Term "Customer" Tip
38: Share Your Expertise Tip
39: Use Your Judgment Tip
40: Distinguish Between Your "Job" and Your "Work" Tip
41: Remember, Everyone Has and Is a Customer Tip
42: Develop Friendly Relationships Tip
43: Help When There's a Time Crunch Tip
44: Listen Actively to Your Customers Tip
45: Use Customers' Names Tip
46: Offer to Do the Job Tip
47: Reward Customers for Giving You Their Business Tip
48: Be Prompt in Straightening Out a Problem Tip
49: Make the Most of Your Telephone Contacts Tip
50: Keep Your Promises
Section 4: Case Studies: Putting TQM into Practice Case Studies Case Study
1: Creative Dissatisfaction in Action Case Study
2: Honoring Commitments Case Study
3: "The Second Right Answer" Offers a Second Chance Case Study
4: Train Someone in Something You Do Well Case Study
5: Accepting the Challenge of Change Case Study
6: A Story from Your Organization Recommended Reading

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