John Guaspari - I Know It When I See It: A Modern Fable About Quality

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title	:	I Know It When I See It : A Modern Fable About Quality
author	:	Guaspari, John.
publisher	:	AMACOM Books
isbn10 | asin	:	0814477631
print isbn13	:	9780814477632
ebook isbn13	:	9780585040356
language	:	English
subject	Industrial management--Miscellanea, Quality control--Miscellanea, Quality of products--Miscellanea.
publication date	:	1985
lcc	:	HD38.G766 1985eb
ddc	:	658.5/62
subject	:	Industrial management--Miscellanea, Quality control--Miscellanea, Quality of products--Miscellanea.

"Customer service and quality are what we serve, [and] John's book has gone a long way towards focusing the Garden staff on its off-the-ice and off-court performance." Lawrence C. Moulter, President and Chairman. New Boston Garden Corporation "Penetrates right to the heart of the complex issues surrounding quality that all managers worry about. A delightful and provocative read." Allan A. Kennedy, author of The Corporate Culture "This is truly an insightful, entertaining little story. Every manager who's ever wrestled with that abstract thing called 'quality' will, I'm sure, get quite a kick out of it." J. Peter Grace, Chairman and CEO W.R. Grace & Co. "An important contribution to the growing recognition that quality is simply good business." William T. Knowles, President and CEO National Westminster Bank, USA "I Know It When I See It is a minor investment in time and money. It just may be one that pays extraordinarily high returns." Production Magazine "A refreshing and provocative story that every executive should read. The pitfalls that many companies fall into in managing quality are revealed in a delightful manner that will have a powerful impact on the reader. Although the story is short, the key fundamentals of managing quality come through so clearly that they will make a long-lasting impression." John Baumelster, Vice President American Electronics Association

I Know It When I See It

Other AMACOM Books by John Guaspari. THE CUSTOMER CONNECTION: QUALITY FOR THE REST OF US (now available in paperback) THEORY WHY: IN WHICH THE BOSS SOLVES THE RIDDLE OF QUALITY. I KNOW IT WHEN I SEE IT is also available on videocassette. For information about this and other innovative videos on quality featuring John Guaspari please call the Video Customer Service Center at 800-225-3215 (in MA call 617-926-4600) or write them at 9 Galen Street, Watertown, MA 02172.

I KNOW IT WHEN I SEE IT A Modern Fable About Quality John Guaspari amacom American Management Association

This book is available at a special discount when ordered in bulk quantities. For information, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is said with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging in Publication Data Guaspari. John. I know it when I see it. 1. Industrial managementMiscellanea. 2. Quality control Miscellanea. 3. Quality of productsMiscellanea. I. Title. HD38.G766 1985 658.5'62 84-45814 ISBN O-8144-5787-8 ISBN O-8144-7763-1 (pbk.) 1985 John Guaspari. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broads, New York, NY 10019. First AMACOM paperback edition 1991. Printing number 20 19 18 17 16 15 14 13 12 11

For Gail

Acknowledgments There are literally scores of colleagues at Rath & Strong and GenRad whose ideas and observations over the years have contributed greatly to whatever insights my work has to offer. My thanks to all of them. I'd especially like to thank Bob Anderson, John Ferrie, and John Hurley, without whose assistance and encouragement this book would not have been published. JOHN GUASPARI

Page 1 Prologue Once upon a time the English language was very dull Flat Lifeless It was perfectly functional perfectly utilitarian But it didnt sing It didnt shine A typical sentence would sound like this one And then the next one would sound like this one And the next one like this And it would go on and on in a similar way The same was true for both written and spoken English There was no poetry There were no songs

Page 2 There were no records kept of all this

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