Bücher von R.M. McNealy

A step-by-step approach for implementing a quality improvement process in any type of organization. The book outlines procedures that should help improve the organization's customer impact, reduce its cost structure, increase its competitive market share and maximize its employee productivity.

This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.