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The quality movement prompted many companies to question their entire way of operating. To understand and profit from the concept of Total Quality Management, companies must pay particular attention to the first word in the phrase: total. The spectacular rewards enjoyed by top companies like 3M, FedEx, and Ben & Jerry's were earned through a total commitment to achieving superior quality and customer satisfaction across all company functions and processes. This management model is customer-driven and focuses on systems thinking.

Some companies waste millions of dollars on team building, benchmarking, and other quality initiatives, while others save millions with the same initiatives. What makes the difference? Total Quality Management. If you want to know how today's most successful companies are getting the most from their quality initiatives, Total Quality Management: Managing Employees lays out the best practices for you to put to work—today.

More than ever, customer relations and engagement are key components of a company's success. Companies that are intent on tracking their customer's ever-changing requirements and improving their services know the best business management model begins with customer focus and ends with customer satisfaction.