Comprised of 12 conceptual chapters and a collection of chapter-length case studies, this textbook is devoted to total quality management (TQM). The conceptual chapters introduce students to the philosophies, methods and tools of this field, and suggest a new paradigm for managment where TQM will be seen as standard managmenet practice. Case studies on companies such as Toyota, Hewlett Packard and IBM exemplify the concepts in practice and give students a context for discussing the practical applicaitons of TQM. While maintaining a customer value orientation throughout, the text addresses the spectrum of issues related to this field - from human resource management and organizational culture to customer value measurement, coontinuous improvement, and statistical quality control. This approach is based on research and consistently reinforces the crucial link between TQM and business strategy. Conceptual chapters feature "Executive Messages" commissioned exclusively for this text from top-level managers at companies such as Xerox, Coca-Cola, and Apple Computers to educate the students about the new paradigm.