June 1993
Volume 16 • Number 3
Volume 16 • Number 3
Visions of excellence in service
- Total quality in service organizations
What works, what doesn't and how to avoid what doesn't (PDF, 453 KB)
Filomena D. Warihay - There's no more "doubting" Thomases here
How a small service company revitalized itself by
discovering quality (PDF, 476 KB)
Homer Johnson and Brian Andes - Eight definitions of quality in healthcare
Beyond the blue smoke and mirrors (PDF, 475 KB)
Lawrence Holpp - We need to re-expand our organizational brains
If we want to bring thinking back into healthcare organizations (PDF, 463 KB)
Lauren Jones - Determining customer satisfaction in healthcare
Who's the customer in an employee assistance program? (PDF, 441 KB)
Col. Richard F. Stagliano, Lt. Col. Marc G. Cloutier
and Lt. Col. John D. Richards - Employee involvement in banks
A tale of the tortoise and the hare revisited (PDF, 464 KB)
Herff L. Moore, William T. Bounds, Jr., Don B. Bradley and Bill J. Middlebrook - Who says it can't work in an R&D environment?
Nine years of evolving quality improvement efforts in
Texaco's R&D department (PDF, 474 KB)
Edward D. Archer, Tansukh Dorawala and Thomas J. Werner - The staff function paradox
Trading power and control to do interesting and exciting work (PDF, 456 KB)
William K. Fitzgerald - A quality approach to dispute resolution
Can quality processes be adapted to legal processes? (PDF, 439 KB)
Ralph A. Finizio and John H. Kirkwood - Using leadership criteria to measure service performance
Why not measure performance with productivity, teamwork, and entrepreneurship criteria? (PDF, 452 KB)
J.T. Carr
Visions of excellence in service
- Reaching hidden stakeholders
TQM and empowerment for professionals (PDF, 476 KB)
Charles E. Whiting, Jr. and Neal E. Gilbert
Using the Baldrige as your benchmark for excellence
- Using Baldrige assessments at the department level
How to plant and grow healthy quality improvement efforts (PDF, 475 KB)
Janet Fiero and Gil Holmes - Measuring your company against the Baldrige criteria
How to determine your quality quotient (PDF, 455 KB)
Mark Graham Brown - The five voices of quality
Assessing how your leadership responds to
the voices of quality (PDF, 457 KB)
Robert Reid
Excellence in daily work
- How to make total quality work
The total quality paradox: part two (PDF, 494 KB)
John J. Sherwood and Florence M. Hoylman
