Commit to Quality

by Patrick L. Townsend

Book Overview

An exhaustive look at the quality team process, this book deals exclusively with implementing a quality program in a service business. Discusses implementation, development, value analysis, and the differences between quality team and quality circle concepts. Examines in detail the successful quality program used at the Paul Revere Insurance Companies, explaining both how and why the program worked.

• Format: Paperback
• Language: English
• ISBN: 0471520187
• ISBN13: 9780471520184
• Release Date: March 1990
• Publisher: Wiley
• Length: 208 Pages
• Weight: 0.72 lbs.
• Dimensions: 0.7" x 6.0" x 8.9"

Customer Reviews

The first and best book on service quality and teamwork

This book rated an introduction by management guru Tom Peters because it was the first good book on quality and employee participation to be published in the USA. I rate it as a "gotta have if you care about your customers," because it was not only the first, it is still rates head and shoulders above anything that has been written since.