Putting total quality management to work : what TQM means, how to use it, & how to sustain it over the long run /

Although another entry in an often confusing array of Total Quality Management (TQM) books, this one fills a niche for the lay reader. Without the confusing technical jargon, it explains the importance of organizational culture and its eight ``cultural elements''--beliefs about the way things should work in an organization. Some TQM background is provided as well as a review of the statistical control charts used, in an appendix. Other appendixes list key TQM resources and information concerning the Baldridge Award, the national quality award established by Congress. Authors Sashkin and Kiser both have university backgrounds and do well documenting their work in chapter endnotes. This is not a cookbook or step-by-step manual for TQM techniques, but it is a good starting point. Recommended for general collections.-- Joan A. Traugott, Amityville P.L., N.Y. (c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.