CLOSING THE QUALITY GAP

This ground-breaking study from The Conference Board identifies the key elements of successful quality programs and defines a radical new approach to business management. Through the unprecedented cooperation of Conference Board members, this book reveals how leading U.S. companies - like 3M, Ford, Xerox, IBM, Corning and Motorola - are transforming themselves in response to the global mandate for higher quality products and services. Closing the Quality Gap identifies tomorrow's most successful management practices and explains why many of them directly contradict conventional notions of excellence. It uses in-depth case studies and interviews with senior managers to show how leading practitioners transform their corporate culture, and how teamwork, benchmarking, process management and other tools can best be applied. Closing the Quality Gap tells a compelling and encouraging story for anyone concerned with the fate of American business and industry. And it provides extensive access to insights and techniques from America's quality pioneers, making it an indispensable resource for managers everywhere.