The book will serve the instructional needs of business, edcation, engineering, health--care, and technology students in higher education institutions. All sizes and types of organizations--service, manufacturing, government, military, construction, education, small business, health care, and nonprofit entities---will find this book an excellent training and reference manual for all personnel.

The book is divided into two parts. Part I covers the principles and practices of TQM. After an introductory chapter, the next six chapters cover the basic TQM concepts of leadership, customer satisfaction, employee involvement, continuous process improvement, supplier partnership, ans performance measures.

Part 1 Principles and Practices
- Introduction
- Leadership
- Customer Stisfaction
- Employee Involement
- Continous Process Improvement
,etc.

Part 2 Tools and Techniques
- Benchmarking
- Information Technology
- Quality Management Systems
- Environmental Management System
- Quality Function Deployment
,etc.