In this edition, you'll find over 70 articles, both original and reprints from many sources covering every aspect of quality management from culture and leadership to process management and measurement to ISO 9000.

Each edition also includes a reference section with lots of information for finding out more. In the table of contents just below, the green dot () indicates an original article written for The Quality Yearbook.

CWL Publishing Enterprises is responsible for all production work on The Quality Yearbook.

Classics in Quality
KAIZEN, The Concept, Masaaki Imai
The Emerging New Source of Competitive Advantage, George Stalk, Jr. and Thomas M. Hout
Quality Perspectives
Is Quality Dead? Kevin McManus
A Man of Quality: An Interview with Joseph M. Juran, Jane Gaboury
Quality Profession Must Learn to Heed Its Own Advice, Thomas Pyzdek
Part Two. Quality by Industry
Manufacturing Sector
Manufacturing Strategy Regained: Evidence for the Demise of Best-Practice, Alan Pilkington
A New Tool for Manufacturers, Karen M. Kroll
Age of Agile Manufacturing Puts Quality to the Test, Peter H. Christian and Emory W. Zimmers, Jr.
From Also-Ran to Front-Runner, Andrea Knox
Services Sector
Profiting from Quality in the Service Arena, ASQ Quality Costs Committee
Southwest Airlines-Living Total Quality in a Service Organization, George P. Laszlo
Building a Bridge to the Customer, Lauren Bielski
TQM Implementation for Competitive Advantage in Healthcare Delivery, Satya P. Chattopadhyay and Steven J. Szydlowski
Public Sector
Government
Bottom Line Myopia: Haste Makes Waste, Charles Bens
TQM in Public Organizations: An Examination of the Issues, Frank Dewhurst, Angel R. Martínez-Lorente, and Barrie G. Dale
Education
Customer Service: It's Elementary, John Simmons
The Case for Student as Customer, Jim B. Wallace
Measuring Up in a Cincinnati Suburb, David F. Quattrone

Part Three. Implementing Quality
Quality Transformation
Planning/Strategy
Customer-Value Analysis Helps Hone Strategy, Michael J. Stahl, William R. Barnes, Sarah F. Gardial, William C. Parr, and Robert B. Woodruff
Strategic Planning from a Quality Perspective, William W. Scherkenbach
Leadership
The End of Leadership, Warren Bennis
Why Do Leaders Avoid Change? Oren Harari
Leadership: Lessons from the Best, Robert M. Fulmer and Stacey Wagner
All Power to You: Collaborative Leaderhip Works, Christopher M. Avery
Cultural Transformation
Core Values Shape W. L. Gore's Innovative Culture, Dawn Anfuso
Minor Miracles, Steve Barth
The Call of Quality: Doing Right Things Right, March Laree Jacques
Knowledge Management
Future Directions in Quality: Knowledge Management, Frank Voehl
Putting Quality in Knowledge Management, Larry Todd Wilson and Diane Asay
Voice of the Customer
Product/Customer Critical Evaluation, Gerald M. Weinberg
Service Transaction Analysis: Assessing and Improving the Customer's Experience, Robert Johnston
Customer Intimacy Drives Success at Boise Cascade Corporation's Western Oregon Lumber, Jim Peterson, Seth Peters, Edward Wachtman, and Sheree Johnson
Teams and Teamwork
Developing Productive International Teams, Diane C. Hanson
The Use and Management of Teams: A How-to Guide, Richard L. Ratliff, Stephen M. Beckstead, and Steven H. Hanks
Putting Together a World-Class Team, Lynda McDermott, Bill Waite, and Nolan Brawley
Learning Organizations
Designing Organizations for Competitive Advantage: The Power of Unlearning and Learning, David Lei, John W. Slocum, Jr. and Robert A. Pitts
Communication
The Executive as Storyteller, Robert F. Dennehy
True Tales and Tall Tales: The Power of Organizational Storytelling, Beverly Kaye and Betsy Jacobson
Training
The Hard Case for Soft Skills, Shari Caudron
Trainers Prove Many Heads Are Better Than One, Dawn Anfuso
Training Is the Answer ... But What Was the Question? Bob Rosner
Quality Tools and Techniques
Process Management
Quest for Value Mix, Danny C.K. Ho and Eddie W.L. Cheng
Applying QFD to Internal Service System Design, R. Nat Natarajan, Ralph E. Martz, and Kyosuke Kurosaka
How to Capture Hidden Value, John Houlihan
How Less Can Be More: Taking Advantage of the Pareto Principle, Richard Koch
Measurement
Reclaiming Process Measurement, D. Scott Sink with George L. Smith
Measured for Success, Trevor Merriden
Measuring People and Performance: Closing the Gaps, Brian S. Morgan and William A. Schiemann
Functional Processes
Supply Chain Management
Logistics Myths and Misconceptions, Staff of Logistics Magazine
The Use and Abuse of Power in Supply Chains, Charles L. Munson, Meir J. Rosenblatt, and Zehava Rosenblatt
Warehouse Management System Success, Catherine L. Cooper
Strengthening Internal Relationships, Eberhard E. Scheuing
OEM Cycle Time Reduction Through Supplier Development, James L. Patterson and J. Dougal Nelson
Human Resources
HRM and Service Fairness: How Being Fair with Employees Spills Over to Customers, David E. Bowen, Stephen W. Gilliland, and Robert Folger
Getting Employee Buy-in to Quality Management, Stephen B. Knouse and H. David Strutton
Duke Meets a Challenge: Adapting the HR System for Growth, Bill Roberts
How to Evaluate Your 360 Feedback Efforts, Kenneth M. Nowack, Jeanne Hartley, and William Bradley
Why the Future Belongs to Values Added Companies, Richard Barrett
Human Capital's Measure for Measure, Mark Graham Brown
The Collective Wisdom of the Workforce, James P. Clifford
Information Technology
Managing Quality for Information Technology, Douglas L. Swanson, Richard A. Esposito, and Jean Jester
Fitting Enterprise Software in Smaller Companies, Jay Taylor
The CEO's Information Technology Challenge: Creating True Value, Charles V. Callahan and Joseph Nemec Jr.
Digital-Age Warehousing, Lisa Harrington
Finance and Accounting
Improve Internal Reporting with ABC and TOC, Steve Demmy and John Talbott
Don't Count TQM Out, Kevin B. Hendricks and Vinod R. Singhal
Standards and Assessments
ISO 9000
QS-9000 Customer Satisfaction Monitoring Isn't Working, William Robert Loomis
Managing ISO 14001 Certification, Craig Cochran
How to Select an ISO 9000 Consultant, Clyde Pearch
Baldrige Criteria
Building World-Class Performance with the Baldrige Criteria, Anthony C. Fletcher
Ten Reasons Why the Baldrige Model Works, Paul W. DeBaylo

Part Four. Quality References
Directory of Quality Organizations and Associations
Quality Resources Online 2000 (click for Web sites and discussion lists)
Directory of Magazines, Journals, and Newsletters
Quotes on Quality (click for selected quotes)
Calendar of Major Events, 2000

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Would you like to order a copy of The Quality Yearbook, 2000 Edition? Go here.

Visit the McGraw-Hill Web site.

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If you are interested in the effective management practices that TQM is all about, here are some other books by John Woods and Jim Cortada to check out:

The 2000 ASTD Training and Performance Yearbook

The Knowledge Management Yearbook 2000-2001

The Briefcase Books Series, books on basic management topics

QualiTrends: 7 Quality Secrets that Will Change Your Life

The McGraw-Hill Encyclopedia of Quality Terms and Concepts

TQM for Information Systems Management

TQM for Sales and Marketing Management

Ten Minute Guide to Teams and Teamwork

Best Practices in Customer Service

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In The Quality Yearbook, we have recommended many books useful for learning more about the theory and practice of managing for quality. We invite you to visit our virtual bookstore, where you can learn more about these books and purchase them from Amazon.com online.

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Every year in The Quality Yearbook, we include a section of quotes related, directly or indirectly, to various aspects of managing and leading for quality. Click here for Quotes on managing and life.

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We also offer some links:

• Web sites and discussion lists for quality (lots of sites and lists pertaining to enlightened management and effective training)
• Web sites and discussion lists for training and performance
• Web sites and discussion lists for knowledge management
• Web sites and discussion lists for purchasing and supply management

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Articles on quality management issues from John Woods and Jim Cortada:

"The Six Values of a Quality Culture" (an overview of the values consistent with the systems view of organizations and necessary to successfully implement quality management practices)

"Paradigms, Systems, and TQM" (an insightful article on why the practices of quality management will always yield the best results for any organization)

"Why Best Practices: The Shortcut to Productivity and Results" (how to identify and use best practices to quickly improve performance)

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