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Total Quality Control (TQC) enables a company or organization to better focus its efforts & increase its effectiveness. This book offers quality personnel, managers, & engineers a complete introduction to TQC, including step-by-step instructions for starting & managing a TQC effort. For those companies that already have a TQC program in place, it presents strategies & tactics for diagnosing current capabilities & improving them. This practical guide explains: How to apply the famous Hoshin Planning Process; How to manage customer complaints; How to develop an improvement cycle; How to manage key processes in a manufacturing & service organization; How to secure employee participation in improvements via Quality Circles & suggestion plans; How to audit or review a TQC effort.