Managing quality in America's most admired companies

Guidelines for implementing quality management

Case studies of quality management in leading companies : Beverages : Anheuser-Busch : the strength of tradition, the power of people

Chemicals : Monsanto : employee empowerment through total quality management

Communications : Centex Telemanagement : improving client service through leadership ; Octel Communications Corporation : putting metrics in motion

Computers, software : Xerox : a leadership approach to total customer satisfaction ; IBM Rochester : market-driven quality ; Intelligent Electronics,, Inc. : building a corporate culture of service quality excellence ; Novell, Inc. : customer driven and loving it!

Delivery service : Federal Express : the MBNQA is our license to practice

Diversified financial : American Express Travel Related Services : a human resource approach to managing quality ; AT&T Universal Card Services : the center of the universe

Electronics, appliances : Westinghouse : TQM targets the bottom line ; Whirlpool Corporation : leadership is the critical success factor in a quality initiative

Furniture, textiles : Springs Industries, Inc. : quality through improved use of human resources

Hotel and convention business : Hyatt Hotels and Resorts : achieving quality through employee and guest feedback mechanisms.

Marriott Corporation : improved customer satisfaction through real time complaint feedback and resolution ; The Ritz-Carlton Hotel Company : reducing service variability with human resources systems

Insurance : New York Life : increasing productivity and quality through TQM ; USAA : employee satisfaction equals customer satisfaction

Metals : Reynolds Metals Company : don't forget the basics!

Motor vehicles : Cadillac Motor Car : using simultaneous engineering to ensure quality and continuous improvement

Precision instruments : 3M : the cultural change at the Chico, California plant ; Photo-Sonics, Inc. : achieving quality results through vendor site surveys

SpaceLabs Medical, Inc. : using policies, values, and measurement systems to ensure quality ; Steinway & Sons : quality through an artisan work ethic

Publishing, information services : Knight-Ridder, Inc. : the end of an error

Retail : Kmart Corporation : partners for quality ; Lazarus : quality control committee focuses on customer satisfaction

Savings institutions : TIAA-CREF : managing quality at the world's largest pension system

Transportation : Delta Air LInes, Inc. : excellent service one passenger at a time

Utilities : Michigan Consolidated Gas Company : vision and values lead to quality service ; Ohio Edison Company : quality improvement through technical staff management.