TABLE OF -PART I: MANAGING THE VITAL FEW1 Why Focused Quality Management? Where TQM Falls Short The Way It Is A Maze of Frustration The Way It Should BePART II: FOCUSED QUALITY MANAGEMENT: A FRAMEWORK FOR SUCCESS2 Prepare: Laying the Foundation Organize a Quality Leadership Team Envision the Organization Assess the Organization The Process Assessment3 Plan: Focusing Process Improvements4 Deploy: Making Process Improvements Happen Charter the Improvement Teams Improve the Process Test the Improvements5 Deploy: Making Organizational Improvements Happen Training: A Mind Is a Terrible Thing to Waste Reward and Recognition: Credit Where Credit Is Due Measurement: If You Can't Measure It, You Can't Manage It 100 Communication: The Message Is the Medium 102 In Conclusion 1046 Transition: Making It Stick Introduction Applying Advanced Tools and Techniques Employee Empowerment Toward Process Empowerment Alignment and ReassessmentPART III: LEADING THE CHANGE7 Leading the Charge Leadership Commitment and Vision Individual Resistance and Skills Development Incentives Resources Action Planning8 Is the Organization Ready? Does the Organization Have a Vision? Have the Mission and Values of the Organization Been Developed and Clearly Communicated? Has an Organizational Assessment Been Done? Have Strategic Business Goals Been Identified? Have the Key Business Processes Been Identified? How Do Key Business Processes Affect Critical Success Factors? Have the Capability Gaps Been Identified? Do Employees Want to Do a Good Job? Do They Have What They Need to Do So? Is Quality Rewarded? Is the Organization Focused? Is the Organization Ready?9 When Things Go Wrong The Whole Is Greater than the Sum of the Parts Has the Vision Been Communicated? Do Employees Have All the Skill