Sustaining Total Quality: Achieving Performance Excellence Using the Baldrige Award Criteria

Using the Malcolm Baldrige National Quality Award framework as its foundation, this practical handbook examines the relationship between Total Quality and actual business performance and explains how to build high-performing, results-oriented organizations. Readers will learn how to maintain the on-going quality process by focusing on leadership systems, strategic planning, customer relationships, information and analysis, human resource development, process management, and supplier partnerships.