| about the author preface acknowledgments 1 chain reaction：quality，productivity，lower costs，capture the market 2 principles for transformation of western management 3 diseases and obstacles 4 when? how long？ 5 questions to help managers 6 quality and the consumer 7 quality and productivity in service organizations 8 some new principles of training and leadership 9 operational definitions，conformance，performance 10 standards and regulations 11 common causes and special causes of improvement，stable system 309 12 more examples of improvement downstream 13 some disappointments in great ideas 14 two reports to management 15 plan for minimum average total cost for test of incoming materials and final product 16 organization for improvement of quality and productivity 17 some illustrations for improvement of living .18 appendix：transformation in japan index |
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