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Library | Item Barcode | Call Number | Material Type | Item Category 1 | Status |
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Searching... | 30000002461980 | HD62.15 S35 1993 | Open Access Book | Book | Searching... |
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Summary
Summary
A concise guide for managers who are striving to develop the critical skills required for success after a quality initiative has been implemented in their organization. Useful worksheets and other assessment tools help managers deepen their understanding of TQM, identify the specific areas of competency where improvement is needed, and create a plan of action for building skills in those areas.
Author Notes
WARREN H. SCHMIDT is professor emeritus of public administration at the University of Southern California. JEROME P. FINNIGAN is human resources manager for Xerox Corporation's Office Document Systems and was instrumental in the firm's transition to TQM.
Reviews 2
Booklist Review
In today's workplace, Total Quality Management (TQM) customer-service teams are ubiquitous. Typically, an organization initiates TQM concepts in a specific department or to deal with a specific problem before implementing them throughout the organization. Staff not originally included often react with fear, mistrust, or skepticism. Schmidt and Finnigan claim here to offer a "crash course" in the philosophy of TQM, but the idea that TQM is suitable for a quick study seems contradictory to its purpose. What the authors do successfully provide, however, is useful, reassuring information that should help allay the misgivings of initial "non-participants." Their guide should also prove useful as a "refresher" for those who have participated on TQM teams. Based on surveys of managers from both successful and unsuccessful TQM efforts, TQManager clearly explains TQM, profiles five competencies needed for it to succeed, and identifies experts and other works on the subject. ~--David Rouse
Choice Review
Schmidt (Univ. of Southern California) and Finnigan (Xerox Corporation) present a hands-on approach to total quality management (TQM). TQM is a broad school of management that focuses an organization's resources and efforts on customer satisfaction via quality products and services. The volume is directed primarily at middle management in organizations that have adopted, or that are thinking of adopting, TQM. But it provides, as well, a concise yet comprehensive explanation of TQM for business students and others who would like to understand this widely accepted and increasingly favored philosophy of management. The book explains key concepts and provides a practical program for implementing TQM in an organization. Many publications have discussed the role of quality in achieving corporate success, e.g., Richard J. Schonberger, Building a Chain of Customers (CH, Sep'90). The text under review differs from others in its practicality and applicability. While retaining the thrust and spirit of classics in the field, such as W. Edwards Deming, Out of the Crisis (1988), this book addresses the needs of those who seek a brief yet authoritative guide to TQM. Advanced undergraduate through professional. W. C. Struning; Seton Hall University
Table of Contents
| Part 1 What You Need to Know About TQM |
| 1 Understanding the Concept |
| 2 Recognizing the Challenges |
| Part 2 Mastering the Five Key Competencies of TQManagement |
| 3 Developing Relationships of Openness and Trust |
| 4 Building Collaboration and Teamwork |
| 5 Managing by Fact |
| 6 Supporting Results Through Recognition and Rewards |
| 7 Creating a Learning and Continuously Improving Organization |
| Part 3 Sharpening Your TQManagement Skills |
| 8 Getting and Using Feedback About Yourself |
| 9 Resources for TQManagers |
| Appendixes: A Glossary of TQM Terms and Tools B. TQM Experts and Publications You Should Know About |
