Managing Quality in America's Most Admired Companies

What are America's leading companies doing to excel in quality? This book provides the answer. Jay W. Spechler, senior examiner for the Malcolm Baldridge National Quality Award Committee, has brought together case studies of how over 30 leading companies put quality management into practice in their organizations. Included are case studies from: Xerox; Federal Express; Westinghouse; Whirlpool; Hyatt Hotels and Resorts; Marriott; New York Life; Cadillac Motor Car; 3M; Knight-Ridder; and Kmart. The case studies focus on how the Baldridge Award criteria are actually being applied in the companies and how the companies are achieving quality results. The cases cover all aspects of quality management - from values and philosophies to actual implementation, training, measurement and employee involvement. They include many practical examples to illustrate successful strategies, programmes and action steps. In addition, the book's seven opening chapters provide general guidelines for implementing quality management in any organization.