Publisher's Synopsis
This work describes the trials and tribulations of the narrator in his attempt to implement Total Quality Management in the fictionalized company LoQualScan. Amid staff bickering, turf battles and open skepticism, he must first learn the principles of TQM himself, and then discover how to implement them in the company against fierce resistance. By the end of the narrator's journey, the reader should have gained an understanding of the key tenets of TQM, the many pitfalls awaiting the manager who tries to introduce it, and how those pitfalls can be overcome.;There are notes at the end of each chapter explaining the principles involved and an appendix summarizing the basic techniques of TQM.
