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Booklist Review

The oftentimes gut-wrenching process of seeking total quality management (TQM) is made much easier, claim these business consultants, by remembering that TQM is 90 percent attitude. Their beliefs--centered on the concept that the voices of customers and employees must be heeded--are made more palatable and more practical through case histories, charts, graphs, checklists, and questionnaires. Refreshingly free of jargon, the book also covers partnering, leadership, and guidelines for corporate culture changes. ~--Barbara Jacobs