Richard M. Hodgetts - Implementing TQM in Small and Medium-Sized Organizations: A Step-by-Step Guide

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title	:	Implementing TQM in Small & Medium-sized Organizations : A Step-by-step Guide
author	:	Hodgetts, Richard M.
publisher	:	AMACOM Books
isbn10 | asin	:	0814402909
print isbn13	:	9780814402900
ebook isbn13	:	9780585023779
language	:	English
subject	Small business--Management--Handbooks, manuals, etc, Total quality management--Handbooks, manuals, etc.
publication date	:	1996
lcc	:	HD62.7.H6253 1996eb
ddc	:	658.02/2
subject	:	Small business--Management--Handbooks, manuals, etc, Total quality management--Handbooks, manuals, etc.

Implementing TQM in Small & Medium-Sized Organizations A Step-by-Step Guide Richard M. Hodgetts amacom American Management Association New York Atlanta Boston Chicago Kansas City San Francisco Washington, D.C. Brussels Mexico City Tokyo Toronto

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, 135 West 50th Street, New York, NY 10020 This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold 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 Hodgetts, Richard M. Implementing TQM in small & medium-sized organizations: a step-by-step guide / Richard M. Hodgetts. p. cm. Includes bibliographical references and index. ISBN 0-8144-0290-9 1. Small business-Management-Handbooks, manuals, etc. 2. Total quality management-Handbooks, manuals, etc.. I. Title. HD.62.7.H62531995 658.02'2-dc20 95-31476 CIP 1996 Richard M. Hodgetts 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, 135 West 50th Street, New York, NY 10020 Printing number 10 9 8 7 6 5 4 3 2

To Henry Sternlieb, a total quality manager

Page vii Contents Preface ix How This Book Will Help You Acknowledgments 1 The Quality Revolution-and How to Be a Winner in the Battle Zones Ahead 1 Developing the Right Perspective Objectives of This Book What I Learned 2 Develop a Focus-Know Where You're Going, and Then Sound the Drums 16 Ask the Right Questions Record the Responses and Seek Consensus Look at What Others Have to Say Create Your Own Unique Focus 3 Identify Your Customers' Needs-Find Out What They Really Want 41 Decide What You Want to Know Become Familiar With Internal Customer Surveys Become Familiar With External Customer Surveys Know the Guidelines for Designing Surveys Create Your Own Survey Instruments 4 Design the Organization Structure-Simply and Cost-Effectively 70 Decide Who Will Head the Effort Look at Some of Your Organizing Options

Page viii Look at Specific Examples of What Other Organizations Have Done Design Your Own Structure 5 Train the Personnel-With Simple, Practical, Profitable Tools 96 Focus on Problem Solving Teach Associates to Collect and Analyze Data Combine and Adapt the Techniques to Your Own Operations Design Your Own Training Program

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