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(More customer reviews)What I like about Creech's approach to TQM and more effective organizational management & leadership, is his emphasis on the need to attend to all five pillars of TQM: Product, Process, Organization, Leadership, and Commitment. If you try to improve piecemeal (as so many have), the results will be minor improvement. It is only when you get all five pillars in alignment that you start to get dramatically better results. Also, his specific advice makes so much sense: Organizations need to get a clearer picture of what constitutes quality in their product or service; they need to organize the work process with small teams as much as possible; they need to provide much more training, from the CEO on down; they need to provide clear feedback on how well the organization is doing ("scoreboarding"); etc.One other reviewer is right: Now that I have read this book, I find myself looking around for evidence of TQM practices by the employees every time I interact with an organization. It is amazing what differences you can see in organizational performance, once you are sensitized and start looking for them.
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