In this guide to involving employees in the process of Total Quality Management, Harry V. Roberts and Bernard F. Sergesketter make the argument that personal quality checklists - by which employees monitor waste reducers and value adding activities in their immediate work environment - can significantly increase individual understanding of the general concepts and implementation of TQM. Drawing on two years of research at AT&T, the authors demonstrate how these systematic self-appraisals lead to improvement in personal job effectiveness, and help employees better serve internal and external...