Top executives of some America’s most successful companies focus on quality and how they pursue it in this revealing collection of personal interviews. H. James Harrington, author of the best-selling book The Improvement Process, reveals top management’s insight into quality at Ford, AT&T, 3M, and eight other leading companies. From this research Harrington distills “16 Golden Traits” of companies’ successful improvement processes. He also includes an analysis of current business problems and possible solutions. Appendices provide additional insight into each company’s intimate involvement with quality improvement.
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