by Glenn D. Hoffherr and Robert P. Reid
We need ever-better ways of coping with
and assimilating change into our organizations.
by Rod Southard
ISO 9000 registration should be a secondary benefit to
developing an effective quality system.
by Philip Ricciardi
How to design and maintain an equitable, productive
by Gary Saunders
Graduate students produce high-quality process maps at a nominal cost.
by Gary Blake, Ph.D.
What to do. What to avoid.
first word by Scott Madison Paton
COLUMNS AND DEPARTMENTS
one minute manager by Ken Blanchard
service quality by Karl Albrecht
international standards by Amy Zuckerman
principle-centered leadership by Stephen