Based on customer responses to corporate change in the quality era, Perspectives in Total Quality offers readers contemporary analysis of how firms should act. The collection consists of 14 original chapters written by leading academics and practitioners in the field. They discuss topics such as global competition, ISO 9000, leadership development, customer focus, process management, and culture change.

A well-documented, scholarly approach will benefit readers who are seeking to improve their understanding of how customer response is shaping corporations. It will also help readers...