TQM - the need, the issues, the shape it must take; lessons from Japan's success and American failings; winning big by organizing small - more key examples; a TQM turnaround in our biggest bureaucracy; product - focal point for purpose and achievement; process - its effectiveness determines product worth; TQM involves the entire system, not pieces of it; leadership - it's a must, and it's not managership; creating organizational leadership and competence; commitment - TQM builds it, and it creates success; a TQM path to tomorrow - new ways for new days; American management - the time for change is now; epilogue - guidelines for organizational greatness.
