In this edition, you'll find nearly 70 articles 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.

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

Introduction
Classic in Quality
Carry Out a Methods Improvement Program, Allen H. Mogensen
Quality Perspectives
Quality Managers and the Successful Management of Quality: An Insight, Injazz J. Chen, Ronald L. Coccari, Kenneth A. Paetsch, and Antony Paulraj
The Role of Scientific Method in Quality Management, Soren Bisgaard
Measuring Quality’s Return on Investment, Stefan Heinloth

Part Two. Quality by Industry
Introduction
MANUFACTURING SECTOR
Make Lean Manufacturing Work for You, John H. Allen
Putting Taguchi Methods to Work to Solve Design Flaws, James O. Wilkins Jr.
Predictive Process Management, Tom Pearson and Tom Womeldorff
Distributed Excellence: Quality, Not Quantity, Robert W. Hall
Going Lean at Dana, Bob Gregory
SERVICES SECTOR
Becoming a Customer-Driven Company, Jenny C. McCune
A QFD/Hoshin Approach for Service Quality Deployment: A Case Study, K.F. Pun, K.S. Chin, and Henry Lau
Strategies for Retaining Customers, Janelle Barlow and Dianna Maul
Six Sigma at Citibank, Rochelle Rucker
PUBLIC SECTOR
Differences in Supervisor and Non-Supervisor Perceptions of Quality Culture and Organizational Climate, Jocelyn J. Johnson
Quality Measurement Frameworks in the Public Sector, Rodney McAdam and Robbie Saulters
Education
Quality Management Applied to Higher Education, Erhan Mergen, Delvin Grant, and Stanley M. Widrick

Part Three. Implementing Quality
Introduction

QUALITY TRANSFORMATION
Planning/Strategy
Scenario Learning, Liam Fahey
Building the Strategy Implementation Network, Charles H. Noble
Leadership
Changing Roles: Leadership in the 21st Century, Gregory G. Dess and Joseph C. Picken
The Tao of People-Based Management, W.M. Mak
Cultural Transformation
Up the (E)Organization! A Seven-Dimensional Model for the Centerless Enterprise, Gary L. Neilson, Bruce A. Pasternack, and Albert J. Viscio
Scot Forge: Employee Owners Create a Culture Committed to Quality and Customer Service, Lea A.P. Tonkin
Knowledge Management
Knowledge Transfer and Management Consulting: A Look at “The Firm,” Ryan K. Lahti and Michael M. Beyerlein
Pick Employees’ Brains, Bill Roberts
Why People Hoard Knowledge, David Stauffer
Voice of the Customer
Myths About Customers, John Guaspari
Three Steps to Building e-Trust, Danna Voth
Using E-Mail to Boost Customer Loyalty, Chad Kaydo
Customer Call Centers and the Web, George V. Hulme
Satisfaction, Sacrifice, Surprise: Three Small Steps Create One Giant Leap into the Experience Economy, B. Joseph Pine II and James H. Gilmore
Why Dedicated Customer Retention Efforts Often Fail, Robert Hall
Teams and Teamwork
Paradox of Coordination and Control, Jody Hoffer Gittell
Leading as a Team, Robert J. Thomas
TEAMusic: A New Exercise for Demonstrating Teamwork Principles, Joseph G. Van Matre and Donna J. Slovensky
Learning Organizations
Partnering Is the Foundation of a Learning Organization, Carl E. DeVilbiss and Patricia Leonard
From Managing to Enabling Knowledge, Georg von Krogh, Kazuo Ichijo, and Ikujiro Nonaka
Why Good Management Ideas Fail: The Neglected Power of Organizational Culture, William E. Schneider
Communication
Follow Me, Talk to Me, Lin Grensing-Pophal
Putting Metaphors to Work for Change in Organizations, Gib Akin and Ian Palmer
Training
Reinventing Training at Rockwell Collins, Sarah Fister
Training to Manage Across Silos, Roberta Reynes

QUALITY TOOLS AND TECHNIQUES
Process Management
Specifications—Do We Really Understand What They Mean? Rajesh Nellore, Klas Söderquist, Gary Siddall,and Jaideep Motwani
Poka-Yoke and Zero Waste, Robert B. Pojasek
Enhanced Quality Tools: Making Improvements Visible in Complex Organizations, Earl Draper and Michael Ames
Old Tools—New Uses: Equipment FMEA, Teodor Cotnareanu
Six Sigma
Six Sigma: Fad or Fundamental? John S. Ramberg The Evolution of Six Sigma, Gerald J. Hahn, Necip Doganaksoy, and Roger Hoerl
Six Sigma: Marshaling an Attack on Costs, Chemical Week Editors
Who Needs Six Sigma, Anyway? D.H. Stamatis

FUNCTIONAL PROCESSES
Product and Service Innovation
Customers Hold the Secret to Product Reliability, John Veenstra
Supply Chain Management
The Manager’s Guide to Supply Chain Management, F. Ian Stuart and David M. McCutcheon
The Agile Supply Chain: Competing in Volatile Markets, Martin Christopher
The Extended Enteprise: Aim for Mutual Gain and Competitive Advantage, Paul D. Ericksen
Deere and Danfoss: Effective Supplier Development Approach Builds Flexibility to Meet Customer Needs, Lea A.P. Tonkin
Human Resources
Human Capital, Thomas O. Davenport
What Makes Employees Stay, Margaret Olesen
Goalsharing Scores, Charlotte Garvey
Five Steps to Leadership Competencies, Robert Barner
Information Technology
What Makes the Internet Different, James W. Cortada
Creating an Experts Database, Cynthia A. Hodgson
Making Faster, Better Decisions, Jenny C. McCune
Finance and Accounting
Changing Standard Accounting Practices to Boost Improvement and Reduce Cost, Chris Schluter
Integrating ABC and ABM at Dow Chemical, James W. Damitio, Gary W. Hayes, and Philip L. Kintzele

STANDARDS AND ASSESSMENTS
ISO 9000 and Baldrige
Clause Structure and Overall Content, Final Draft International Standard Version ISO 9001-2000, Quality Systems Update Editors
Integrating ISO 9001:2000 and the Baldrige Criteria, Hampton Scott Tonk
Redefining Management Responsibility, Jeanne Ketola and Kathy Roberts

Part Four. Quality References
Introduction
Quality Resource Organizations
Quality Resources Online 2001, Robert Magnan
Directory of Magazines, Journals, and Newsletters That Cover Quality
Quotes on Quality
Calendar of Major Events, 2001

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Would you like to order a copy of The Quality Yearbook, 2001 Edition? Click here to go to Amazon.com.

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 2001 ASTD Training and Performance Yearbook

The Knowledge Management Yearbook 2000-2001

The Supply Chain Yearbook, 2001 Edition

The Briefcase Books Series, A CWL/McGraw-Hill series on basic management topics

The McGraw-Hill Encyclopedia of Quality Terms and Concepts

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 management
• Web sites and discussion lists for training and performance
• Web sites and discussion lists for knowledge management
• Web sites and discussion lists for supply chain 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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