At the Service Quality Frontier : A Handbook for Managers, Consultants, and Other Pioneers

Any organization that has shied away from total quality management on the premise that TQM is only for manufacturing environments will find this book a real eye-opener.

Not only do the authors demonstrate the relevance of TQM to service settings, they show smaller organizations how to benefit from the quality movement.

Helps companies eliminate "extra processing"--the additional resources consumed when "things aren't done right the first time".