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Building upon the principles of W. Edwards Deming - the father of the quality movement - this book takes management practice and the next phase of the Quality Revolution into the 21st century.

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• Fourth Generation Management: The New Business Consciousness
• Voice of the Customer: The Arbiter of Quality
• Process and System Thinking: The Organization as a Flow Chart
• Voice of the Process: Taking Measure of the System
• Language of Variation: The Virtues and Vices of Difference
• Using Data to Improve: A Strategic Toolkit for Quality
• All One Team: A Culture for Quality and Success
• The Culture of Quality Improvement: The Constancy of Change

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CHOICE Review

An academic turned consultant, Joiner has written an outstanding book that warrants a wide audience. He advocates transcending prior managerial generations of do-it-yourself, commanding subordinates, and even "managing-by-results" approaches. Joiner's "Fourth Generation" includes a mutually supporting triad: quality according to the customer; a system-wide, process-oriented, "scientific" response to data on quality; and a "win-win" outcome for all concerned. He draws on the short-term, quality-control tradition, but his writing is refreshing, revealing, and persuasive. Practitioners will find insights on learning and improving--both accepted ones and counter-intuitive ones--applicable and practical; faculty and students will gain from the many vignettes that make Joiner's experience accessible, as he presents an entire integrated managerial program. With seeming ease, he develops his triad argument, emphasizing themes throughout of quality's dependence on productivity, assiduous attention to the customer, and changes in performance appraisal and employee compensation to let cooperation supplant competition. The reader is buoyed by the upbeat, can-do tone, by Joiner's realism, and by his helpful documentation of atteniton to all three elements comprising his approach. Highest recommendations for advanced undergraduate through professional audiences. J. C. Thompson; University of Connecticut