Preface

When the going gets tough, the tough get going

Joseph P. Kennedy

As they say on my own Cape Cod: a rising tide lifts all the boats, and a partnership serves both partners, without domination or unfair advantage

President Kennedy

This book has primarily been written to demonstrate how Total Quality Management can be put to work by referring to a comprehensive range of examples based on best practice and also by covering a wide variety of areas and different organizational contexts. Benchmarking for Best Practice is a complete text which is meant to add to the overall body of knowledge as far as the concept of Total Quality Management is concerned but also as far as putting the concept into practice is concerned.

Overall, the past 10 years ...

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