Richard M. Hodgetts - Measures of Quality & High Performance: Simple Tools and Lessons Learned from Americas Most Successful Corporations

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title	:	Measures of Quality and High Performance : Simple Tools and Lessons Learned From America's Most Successful Corporations
author	:	Hodgetts, Richard M.
publisher	:	AMACOM Books
isbn10 | asin	:	0814403778
print isbn13	:	9780814403778
ebook isbn13	:	9780585033761
language	:	English
subject	Total quality management--Case studies, Organizational effectiveness--Case studies.
publication date	:	1998
lcc	:	HD62.15.H623 1998eb
ddc	:	658.5/62
subject	:	Total quality management--Case studies, Organizational effectiveness--Case studies.

Page iii Measures of Quality and High Performance Simple Tools and Lessons Learned From America's Most Successful Corporations Richard M. Hodgetts AMACOM American Management Association New York Atlanta Boston Chicago Kansas City San Francisco Washington, D.C. Brussels Mexico City Tokyo Toronto

Page iv 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 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. Measures of quality and high performance: simple tools and lessons learned from America's most successful corporations / Richard M. Hodgetts. p. cm. Includes index. ISBN 0-8144-0377-8 (hardcover) 1. Total quality managementCase studies. 2. Organizational effectivenessCase studies. I. Title. HD62.15.H623 1997 658.5'62DC2197-35583 CIP 1998 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, 1601 Broadway, New York, NY 10019. Printing number 10 9 8 7 6 5 4 3 2 1

Page v To Ronald G. Greenwood (1941-1995) Teacher, researcher, author, friend

Page vii Contents Acknowledgments xi Introduction 1 Part I: Fundamental Considerations of High-Performance Companies 7 1. Face Facts: It's a Whole New Ball Game 11 Lesson 1: Old Myths Have to Be Replaced by New Truths 13 Lesson 2: Customer Value Added Is the Name of the Game 18 Lesson 3: Training Is the Paradigm-Buster 25 Examining Your Own Organizational Performance 31 Wrap-Up 34 2. Evaluate the Old Cultureand Be Prepared to Change It 36 Lesson 1: Cultural Change Has to Begin With a Careful Formulation of Strategic Intent 39 Lesson 2: Cultural Change Will Be Sustained Only If There Are Adequate Support Mechanisms 43

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