Race Without a Finish Line

WARREN H. SCHMIDT is professor emeritus of public administration at the University of Southern California. JEROME P. FINNIGAN is human resources manager for Xerox Corporation's Office Document Systems and was instrumental in the firm's transition to TQM.

• Part 1: The race for quality: starting points and participants The roots of the TQM movementThe basis of TQMUsing TQM in a public sector settingWhere TQM will work (and where it won't)Part 2: Entering the race: strategies that workPlanning for change: developing the requirementsLeadership and commitment: laying the foundationStrategy No. 1: establish supportive organizational roles and structuresStrategy No. 2: Use the right tools and processesStrategy No. 3: Implement long-term educational programsStrategy No. 4: Create meaningful recognition and reward systemsStrategy No. 5: Encourage complete and regular communicationPart 3: Breaking out of the pack: building on other's experienceAuditing the process: the Baldrige and President's awardsSharing the experience: comments and reflections from the award winnersStriving for quality: rewards without endResource A: Glossary of TQM termsResource B: Directory of TQM termsResource C: Annotated bibliography of TQM publications

"An excellent primer on the most important subject for American business in the 1900's--training its people." --James Flannigan, Business columnist, Los Angeles Times