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- Part I: Guidelines for Implementing Quality Management
- The Malcolm Baldrige National Quality Award: Design, Criteria, and Application Review
- Ten Critical Success Factors for Implementing Quality Management
- Aligning TQM and the Corporate Culture
- Leadership for Quality: Best Practices of Top Quality Companies
- Business Process Analysis for Cross-Functional Improvement
- Measuring Customer Satisfaction: Linking Experience, Expectations, and Desires
- Statistical Measurement Techniques for Service Operations
- Part II: Case Studies of Quality Management in Leading Companies
- Beverages: Anheuser-Busch
- Chemicals: Monsanto
- Communications: Centex Telemanagement
- Octel Communications
- Computers, Software: Xerox
- IBM Rochester
- Intelligent Electronics, Inc.
- Novell
- Delivery Service: Federal Express
- Diversified Financial: American Express Travel Related Services
- AT&T Universal Card Services
- Electronics, Appliances: Westinghouse
- Whirlpool Corporation
- Furniture, Textiles: Springs Industries, Inc.
- Hotel and Convention Business: Hyatt Hotels and Resorts
- Marriott
- Ritz-Carlton
- Insurance: New York Life
- USAA
- Metals: Reynolds Metals Company
- Motor Vehicles: Cadillac Motor Car
- Precision Instruments: 3M
- Photo-Sonics
- SpaceLabs Medical
- Steinway & Sons
- Publishing, Information Services: Knight-Ridder, Inc.
- Retail: K Mart
- Lazarus
- Savings Institutions: TIAA-CREF
- Transportation: Delta Air Lines
- Utilities: Michigan Consolidated Gas
- Ohio Edison Company
- Part III: Appendices
- The Quality Themes of Leading U.S. Companies
- Matrix of Award Criteria Covered by Case Studies
- Job Descriptions of VP and Manager of Quality
- 1993 Baldrige Award Criteria
