Table of Contents

I Setting direction.- 1 Leadership, Vision and measurement in creating a Total Quality Company.- II Quantifying relationships with stake-holders.- 2 Improvement in the process of strategy deployment—five case studies.- 3 Models for assessing the Cost of Quality—theory and practice in the United States.- 4 A measured service to customers.- 5 The science of surveying.- 6 Measuring the people side of quality.- 7 Measuring and improving creativity and innovation.- 8 Successful safety measurement.- 9 Supplier measurement and development.- III Measuring progress.- 10 Self-assessment models for whole company measurement.- 11 Benchmarking in the oil industry—a search for best practices.- 12 “I don’t have time for all this”.- Appendix: Request for reader’s feedback response.

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