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As America's premier management consultant, Philip Crosby has made "quality" the corporate buzz word in America's top-tier firms. Now, as he has before, this bold, brilliant, and very practical mover-and-shaker has set out to disturb the complacency and stir the creative capacity of American management. The result is a book that raises the credo of quality to a higher level--the level demanded in the fiercely competitive marketplaces of today and tomorrow. Crosby's message to management is as powerful as it is plainspoken. Just as a chain is only as strong as its weakest link, no com- pany can afford to ignore any part of its operation--whether it is the goods and services it offers, the needs of the customers it serves, the loyalty and nitiative of the people who work for it, or the bottom-line results on inex- orable computer printouts. Success in attaining quality in all these areas iswhat the author means by Completeness. It's the whole picture. And this valuable book shows how to put it clearly into focus. Filled with illustrative corporate case histories of successes and snafus, and enriched by theauthor's personal experience as a business leader and as a leading consul- tant, this indispensable book takes the reader on a guided tour of every area that management should and must care about. A powerful new busi- ness tool for corporate leaders that provides the kind of clear "do's" and "don'ts" that the next generation of American management will need, this is essential reading for all who want to stay on top of their job and ahead of the pack.

ACKNOWLEDGMENTS

INTRODUCTION

CHAPTER ONE

Completeness and the Centurion

CHAPTER TWO

The Principles of Completeness

CHAPTER THREE

The Successful Employee

CHAPTER FOUR

The Successful Customer

CHAPTER FIVE

The Successful Supplier

CHAPTER SIX

The Completeness Grid

CHAPTER SEVEN

The "My Way" Management

CHAPTER EIGHT

The Age of the Centurion

CHAPTER NINE

Making the Principles of Completeness Fit: Reality and ShoeFast

CHAPTER TEN

Reality and Quality

CHAPTER ELEVEN

The Life of the Centurion: Communicating

CHAPTER TWELVE

The Life of the Centurion: Educating Management

CHAPTER THIRTEEN

The Life of the Centurion: "Nonprofit" Policy

CHAPTER FOURTEEN

Practicing Completeness: The Situation

CHAPTER FIFTEEN

Practicing Completeness: The Product

CHAPTER SIXTEEN

Completeness in Personal Life

CHAPTER SEVENTEEN

The Centurion Career

GUIDELINES FOR BROWSERS

INDEX

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书籍介绍

As America's premier management consultant Philip Crosby has made "quality" the corporate buzzword in America's top tier firms. But he has also seen the concept of quality embraced too narrowly by too many of them. Now, as he has before, this bold, brilliant and very practical mover-and-shaker has set out to disturb the complacency and stir the creative capacity of American management The result is a book that raises the credo of quality to a higher level--the level demanded in the fiercely competitive marketplaces of today and tomorrow.

Philip B. Crosby's message to management is as powerful as it is plainspoken. Just as a chain is only as strong as its weakest link, no company can afford to ignore any part of its operation--whether it is the goods and services it offers, the needs of the customers it serves, the loyalty and initiative of the people who work for it, or the bottom-line results on inexorable computer printouts. Success in attaining quality in all these areas is what the author means by Completeness. It's the whole picture. And this valuable book shows how to put it clearly into focus.

Filled with illustrative corporate case histories of successes and snafus, and enriched by the author's personal experience as a business leader and as a leading consultant, Completeness takes the reader on a guided tour of every area that management should and must care about. And using the storytelling style that sets him apart from other business writers, Crosby provides entertaining scenarios that give the reader illuminating previews of the world of 21st-century business.

Whether he is discussing the assembly line or the chain of command, corporate strategy or corporate culture, dealing with suppliers or with customers, Philip B. Crosby provides the kind of clear "do's" and "don'ts" that the next generation of American management will need. A powerful new business tool for corporate leaders, Completeness is essential reading for all who want to stay on top of their job and ahead of the pack.