The Quality Promise

Addressing individual effort in terms familiar to the quality professional, this book links the needs of the quality system to those of the individual-explicitly demonstrating a win/win situation of organizational &personal rewards.
Showing how each person can influence the quality of working relationships as well as the quality of the product or service provided, The Quality Promise examines the three key interfaces which everyone has on the job-a craftsperson performing a process or service, an entrepreneur interacting with customers, and a connoisseur buying from suppliers-developing the set of expectations and responsibilities needed to meet the each of these functions.
Furnishing diagrams to clarify important concepts, The Quality Promise is a handy reference for quality control, reliability, manufacturing, and industrial managers and engineers

About the Series
Preface

Part I : Beliefs
Chapter 1 : Examining Beliefs
Chapter 2 : Beliefs About Quality
Chapter 3 : Beliefs About Improvements in Quality
Chapter 4 : Exploring the World of the Craftsman
Chapter 5 : Examining the Role of the Connoisseur
Chapter 6 : Examining the Role of the Entrepreneur
Chapter 7 : Linking the Quality Triad with the Quality System

Part II : Expectations
Chapter 8 : Expecting the Best
Chapter 9 : Expectations in the Quality Triad
Chapter 10 : Expectations and Responsibilities of the Craftsman
Chapter 11 : Expectations and Responsibilities of the Connoisseur
Chapter 12 : Expectations and Responsibilities of the Entrepreneur

Part III : The I.C.A.R.E Process
Chapter 13 : Caring About Quality
Chapter 14 : Identifying the People and Processes in Your Quality Triad
Chapter 15 : Creating the Expectations
Chapter 16 : Accepting Your Responsibilities
Chapter 17 : Reciprocating Cooperation in the Parntership
Chapter 18 : Enjoying the Benefits

Conclusion: A Starting Point for Quality
Index

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