| preface. chapter 1: total quality—an overview. chapter 2: leadership. chapter 3: customer focus. chapter 4: effective management. chapter 5: training. chapter 6: employee loyalty. chapter 7: customer contacts. chapter 8: design of products and services. chapter 9: managing processes and suppliers. chapter 10: corporate responsibility and citizenship. . chapter 11: data collection and benchmarking. chapter 12: system assessments. glossary. index. |
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