all-time great books on man

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SkyMark is a software company, and a quality management company. We try to keep learning as we goalong, but there's a lot to keep up with. Sometimes we run across books that we think have exceptional

value...either they have something significantly new to say, or they are saying old things in aparticularly cogent way. When we do, we recommend them to other people.

Now, through a link with the breakthrough thinkers at amazon.com, we can offer you most of ourrecommended books at discount prices. Just click on the icon or the text link beside it.

The bibliographical information for these books and brief reviews are presented below. If you have a book you would like us to review, or a book review of your own you want to have posted, or if you are

interested in purchasing a book that is not currently on the list, please contact us and let us know.

The titles are grouped under the following headings:

Business Bestsellers

General Knowledge

Healthcare

Education

Government

Benchmarking, Reengineering, And QFD

Meetings and Teams

Effective Thinking

Philosophy and Psychology

Can't Find What you're looking for?Try searching Amazon.com's catalogue:

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BUSINESS BESTSELLERS

Some entries from the business bestseller list from Amazon.com

Titan: The Life of John D. Rockefeller Sr. , Ron Chernow

Unleashing the Killer App: Digital Strategies for Market Dominance , Larry Downes, Chunka Mui &Nicholas Negroponte

Team Rodent: How Disney Devours the World , Carl Hiaasen

Crossing the Chasm: Marketing and Selling High-Tech Products to Mainstream Customers ,Geoffrey A. Moore

Blur: The Speed of Change in the Connected Economy , Stanley M. Davis & Christopher Meyer

The E-Myth Revisited: Why Most Small Businesses Don't Work and What To Do About It , MichaelGerber

The Balanced Scorecard: Translating Strategy into Action , Robert S. Kaplan & David P. Norton

Working Knowledge: How Organizations Manage What They Know ,Thomas H. Davenport &Laurena Prusack

Inside the Tornado: Marketing Strategies From Silicon Valley's Cutting Edge , Geoffrey A. Moore

Home Software Products Software Factory Websites Consu lting ActionHome Software Products Software Factory Websites Consulting ActionHome Software Products Software Factory Websites Consu lting ActionHome Software Products Software Factory Websites Consulting Action

me Great Books on Management - Our top choices. file:/ //J: /All-time%20Great%20Books%20on%20Management%20-%20.. .

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Call us today:

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Selling the Invisible: A Field Guide to Modern Marketing , Harry Beckwith

Built to Last: Successful Habits of Visionary Companies , James C. Collins & Jerry I. Porras

How to Be a Star at Work: Nine Breakthrough Strategies You Need to Succeed , Robert E. Kelley

Your First Year in Network Marketing: Overcome Your Fears, Experience Success, and Achieve Your Dreams , Mark Yarnell & Rene Reid Yarnell

Competing on the Edge: Strategy as Structured Chaos , Shonal Brown & Kathleen M. Eisenhart

The Profit Zone: How Strategic Business Design Will Lead You to Tomorrow's Profits , Adrian J.Slywotzky

The Overspent American: Upscaling, Downshifting and the New Consumer , Juliet B. Shor

GENERAL KNOWLEDGE

Books

Amsden, Davida, Howard Butler, and Robert Amsden. SPC Simplified for Services . White Plains, NY:Quality Resources, 1991.

Belasco, James A. and Ralph C. Stayer. Flight of the Buffalo. New York, NY: Warner Books, 1993.

Berger, Carlton R. Quality Improvement Through Leadership and Empowerment: A Business SurvivalHandbook. Pennsylvania MILRITE Council, 1991.

Burr, John T. SPC Tools for Everyone. Milwaukee, WI: ASQC Quality Press, 1993.

Collins, James C. and Jerry I. Porras. Built to Last. New York, NY: HarperBusiness, 1997.

Creech, Bill. The Five Pillars of TQM. New York, NY: Truman Talley Books/Dutton, 1994.

Crosby, Philip B. Quality is Free. New York, NY: McGraw-Hill Book Company, 1979.

Deming, W. Edwards. Out of the Crisis. Cambridge, Massachusetts: MIT Center for AdvancedEngineering Study, 1986.

Ernst & Young Quality Improvement Consulting Group, Ernest C. Huge (ed). Total Quality: AnExecutive's Guide for the 1990s. Homewood, IL: Richard D. Irwin, Inc., 1990.

Feigenbaum, Armand V. Total Quality Control (3rd edition, rev). New York, NY: McGraw-Hill, Inc.,1991.

Ford, Henry. My Life and Work. Garden City, NY: Doubleday, Page & Company, 1922.

GOAL/QPC Research Committee 1990 Research Report. Total Quality Management Master Plan: AnImplementation Strategy. Methuen, MA: GOAL/QPC, 1990.

Hosotani, Katsuya. Japanese Quality Concepts: An Overview. White Plains, NY: Quality Resources,1992.

Ishikawa, Kaoru. Guide to Quality Concepts. White Plains, NY: Quality Resources, 1991.

Joiner, Brian L. Fourth Generation Management. New York, NY: McGraw-Hill, Inc., 1994.

Juran, Joseph M. (ed.) and Frank M. Gyrna (assoc. ed.). Juran's Quality Control Handbook, 4thedition. New York, NY: McGraw-Hill, Inc., 1988.

Kepner, Charles H. and Benjamin B. Tregoe. The New Rational Manager. Princeton, NJ: PrincetonResearch Press, 1997.

Lawton, Robin L. Creating a Customer-Centered Culture: Leadership in Quality, Innovation, andSpeed. Milwaukee, WI: ASQC Press, 1993.


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Leebov, Wendy. The Quality Quest: A Briefing for Health Care Professionals. Chicago, IL: AmericanHospital Publishing, Inc., 1991.

Marszalek-Gaucher, Ellen and Richard J. Coffey. Transforming Healthcare Organizations: How to Achieve and Sustain Organizational Excellence. San Francisco, California, Jossey-Bass Publishers,1990.

Weed, Lawrence W. Knowledge Coupling: New Premises and New Tools for Medical Care andEducation. New York, NY: Springer-Verlag, 1991.

Articles

Berwick, Donald M., MD. "The Clinical Process and the Quality Process," in Quality Management inHealth Care. Fall 1992, Vol. 1, No. 1, pp. 1-8.

Berwick, Donald M., MD. "Continuous Improvement as an Ideal in Health Care," in The New EnglandJournal of Medicine. January 5, 1989, Vol. 320, No. 1, pp. 53-56.

Berwick, Donald M., MD. "The Double Edge of Knowledge," in Journal of American Medical Association. August 14, 1991, Vol. 266, No. 6, pp. 841-842.

Berwick, Donald M., MD. "Seeking Systemness," in Healthcare Forum Journal. March/April 1992, Vol.35, No. 2, pp. 22-28.

Berwick, Donald M., MD and Howard H. Hiatt, MD. "Who Pays?" in The New England Journal of Medicine. August 24, 1989, Vol. 321, No. 8, pp. 541-542.

Merry, Martin D., MD. "Physician Leadership for the 21st Century," in Quality Management in HealthCare. Spring 1993, Vol. 1, No. 3, pp. 31-41.

Miles, Paul V., MD. "Physicians and Quality Improvement," a paper delivered at the GOAL/QPC 9th Annual Conference. Boston, MA, November 1992 .

EDUCATION

Books

Cotter, Maurey and Daniel Seymour. Kidgets: And Other Insightful Stories About Quality inEducation. Milwaukee, WI: ASQC Press, 1993.

Lewis, James, Jr. Re-Creating Our Schools for the 21st Century: Managing America's Schools withDistinction. Westbury, NY: J.L. Wilkerson Publishing Company, Ltd., 1987.

Rinehart, Gray. Quality Education. Milwaukee, WI: ASQC Quality Press, 1993.

Schmoker, Michael J. and Richard B. Wilson. Total Quality Education. Bloomington, IN: Phi DeltaKappa Educational Foundation, 1993.

Seymour, Daniel T. On Q: Causing Quality in Higher Education. New York, NY: American Council onEducation and Macmillan Publishing Company, 1992.

Articles

Salmon, Verel R. "Quality in American Schools," in Quality Progress . October 1993 (26:10), 73-75.

Schargel, Franklin P. "Total Quality in Education," in Quality Progress . October 1993 (26:10), 67-70.


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GOVERNMENT

National Performance Review. From Red Tape to Results: Creating a Government that Works Betterand Costs Less. Vice President Al Gore. Washington, D.C.: Government Printing Office, 1993, (S/N040-000-00592-7).

BENCHMARKING, REENGINEERING, AND QFD

GOAL/QPC Research Committee 1991 Research Report. Benchmarking. Methuen, MA: GOAL/QPC,1991.

Hammer, Michael and James Champy. Reengineering the Corporation: A Manifesto for BusinessRevolution. New York, NY: HarperCollins Publishers, Inc.: 1993.

Johansson, Henry J., Patrick McHugh, A. John Pendlebury, and William A. Wheeler III. BusinessProcess Reengineering: BreakPoint Strategies for Market Dominance. Chichester: John Wiley & Sons,Ltd., 1993.

Marsh, S., J.W. Moran, S. Nakui, and G. Hoffherr. Facilitating and Training in Quality FunctionDeployment. Methuen, MA: GOAL/QPC, 1991.

Peace, Glen Stuart. Taguchi Methods : A Hands on Approach to Quality Engineering. Reading, MA: Addison-Wesley, 1993.

MEETINGS AND TEAMS

Books

Lippincott, Sharon. Meetings: Do's, Don'ts and Donuts. Pittsburgh, Pennsylvania: Lighthouse PointPress, 1993.

Scholtes, Peter R. The Team Handbook. Madison, Wisconsin: Joiner Associates, Inc., 1988.

Articles

Maxwell, Christopher I., James T. Ziengenfuss, Jr., and Rupert F. Chisholm. "Beyond Quality Improvement Teams: Sociotechnical Systems Theory and Self-directed Work Teams," in Quality Management in Health Care. Winter 1993, Vol. 1, No. 2, pp. 59-67

EFFECTIVE THINKING

Books

Bazerman, Max H. and Margaret A. Neale. Negotiating Rationally. New York, NY: The Free Press,Macmillan, Inc., 1992.

Barker, Joel A. Paradigms: The Business of Discovering the Future. New York, NY: Harper Business of HarperCollins Publishers, 1992.

Covey, Stephen R. The Seven Habits of Highly Effective People. New York, NY: Simon and Schuster,1989.


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Fisher, Roger and William Ury. Getting to Yes: Negotiating Agreement Without Giving In. New York:Penguin Books, 1981.

Nadler, Gerald and Shozo Hibino. Breakthrough Thinking . Rocklin, CA: Prima Publishing, 1990.

Senge, Peter. The Fifth Discipline. New York, NY: Currency Doubleday, 1990.

Senge, Peter et al. The Fifth Discipline FieldBook. New York, NY: Doubleday, 1994.

Articles

Senge, Peter. "The Leader's New Work: Building Learning Organizations," in Sloan ManagementReview. Fall 1990, Vol. 32, No. 1, pp. 7-23.

Senge, Peter. "Transforming the Practice of Management," presented at Systems Thinking in ActionConference. November 14, 1991.

PHILOSOPHY AND PSYCHOLOGY

Books

McGregor, Douglas. The Human Side of Enterprise. New York, NY: McGraw-Hill Book Company, Inc.,1960.

Pirsig, Robert M. Lila. New York, NY: Bantam Books, 1991.

Pirsig, Robert M. Zen and the Art of Motorcycle Maintenance. New York, NY: Bantam Books, 1974.

Schumacher, E.F. Small is Beautiful. New York, NY: Harper & Row Publishers, Inc., 1973.

Stivers, Eugene and Susan Wheelan (eds.). The Lewin Legacy: Field Theory in Current Practice. New York, NY: Springer-Verlag Berlin Heidelberg, 1986.

Thomas, Lewis. The Fragile Species. New York, NY: Macmillan Publishing Company, 1992.

Articles

Isbell, Ted, "Beyond Quality You Can See and Feel," in Industrial Engineering. June 1993: Vol. 25, no.6, pp. 61-62.

Reviews

Negotiating Rationally

This book provides a very useful and thorough investigation of methods for rational negotiation. Itincludes specific tasks, especially related to discovering the bargaining zone for your negotiations. In

brief, the bargaining zone refers to the range of options that fall between your best and worstoutcomes and those of the other party. The book is easy to understand and enjoyable to read.

Buy this book at Amazon.com

Curing Health Care

This book serves as both an introduction to CQI in healthcare and a summary of the NationalDemonstration Project that piloted CQI in several hospitals. It provides an insightful explanation of

why CQI is needed in healthcare as well as why it is appropriate. The reports from the NationalDemonstration Project present many good ideas for the application of CQI in healthcare organizations


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along with some of the things to avoid. The book is written by medical professionals who have aparticular interest in the quality of their field as well as a unique understanding of the issues involved.


The 7 Habits of Highly Effective People

For many, this book has defined self-improvement for the '90's. Stephen Covey demonstrates anunderstanding of how people work, think, and act. He captures ideas about motivation,communication, and effectiveness with skill and clarity. Of particular relevance to CQI are Covey's

activity quadrants. Put briefly, Quadrant I activities are both important and urgent -- like respondingto a deadline or a crisis. Quadrant II activities are important, but not urgent. They will have a greateffect on the organization in the long run, but don't have to be done tomorrow. Quadrant III activitiesare urgent, but not really important -- the small, demanding things that eat up time. Quadrant IV activities are neither important nor urgent. CQI teams should focus on Quadrant II activities --problems that are important, but not urgent. Teams are not meant to handle crisis situations. They aremeant to improve how the organization performs its work in the long run. This book also containsmany other thoughts and insights that are very worthwhile, supplemented by experiences fromCovey's life. In general, it can help anyone who feels ineffective and out of control.


Out of the Crisis

This is Dr. W. Edwards Deming's classic book of total quality management, the encapsulation of allDeming's ideas. Perhaps the most significant portion of the book is Deming's 14 points which haverevolutionized modern business. Although this book is very popular, it is not easy to read. Theinformation is certainly of value, but it is presented as if it were a jumble of notes and shortstatements. It lacks continuity and doesn't flow smoothly .


Total Quality: An Executive's Guide for the '90's

This book is a very thorough investigation of CQI theory and practices. It is obvious even f rom the titlethat it is geared toward top managers, and is written with their interests in mind. While the book doesnot break new ground, it is a complete guide to what CQI is all about.

Total Quality Control

This comprehensive guide to total quality management is easy to use, full of good information, andnot difficult to understand. It is written well, and despite its thoroughness, is manageable. Anoutstanding resource that rivals Juran's Quality Control Handbook .

Buy this book from Amazon.com

Built to Last

"This high-energy, deeply researched book makes 'vision' an operational component in a manager'stool kit. After six years of delving into the 'secrets' of 18 visionary companies (average lifespan of 90

years), Collins and Porras deliver a staccato array of lessons that can be applied at almost any level."Industry Week


Getting to Yes

This is a great little book that will teach and inspire you to negotiate wisely from now on. As the first book to encourage rational negotiation rather than more traditional methods of fighting for what you want, it is something of a landmark. Ury and Fisher show tremendous insight with their ideas onseparating people from the problem, focusing on interests rather than positions, creating options andopportunities for mutual gain, and insisting on objective standards. Their methods are as applicable toa single friendship as they are to international summit meetings.


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Reengineering the Corporation

According to the authors of this book, business process reengineering (BPR) calls for "thefundamental rethinking and radical redesign of business processes to achieve dramatic improvementsin critical contemporary measures of performance, such as cost, quality, service, and speed." It might

be described as radical process improvement, scrapping the current process and starting from scratchinstead of trying to revamp an ailing or outdated process. Unlike traditional CQI that looks to

incrementally improve almost any process, reengineering focuses on core business processes thatreach from supplier to customer and determine the organization's capabilities. Core businessprocesses are those activities that are critical to matching or beating the competition. The ultimategoal of BPR is to redefine the industry by achieving new standards in quality, service, cost, orflexibility. This book is very enjoyable and full of good ideas about business process reengineering.Hammer and Champy, champions of BPR, have packed the book with case studies that bring theirideas to life. It is easy to read and well worth the time. You'll finish it wanting to reengineer humansociety as well as your own business.


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Japanese Quality Concepts: An Overview

Hosotani's book is a remarkable survey of all major components of CQI, or what he refers to as TQC. While he does not present new ideas, the author effectively explains everything from participativemanagement to variation control to quality function deployment. This book does not have the detail of Juran's Quality Control Handbook, but is somewhat easier to cope with. In general, the book reads

well though there are spots where the translation from Japanese is too evident. It is particularly recommended as a textbook for companies to use in educating employees. This book is particularly commendable for its emphasis on implementation, including suggestions, as well as explanation.


Implementing Quality Improvement: A Hospital Leader's Guide

This book builds on the concepts that were explored in Exploring Quality Improvement Principles: A Hospital Leader's Guide . It covers a lot of the major decisions surrounding the implementation of CQI. While it is not prescriptive, it tends to indicate the "right" way to do things, when, in actuality, thosethings may be all wrong in different circumstances. For example, you get the feeling that you must havea Quality Council and Steering Committee, when in reality you may not want to use either because itmay simply create more bureaucracy. The book is enjoyable reading and easy to follow with many examples and case studies.


Using Quality Improvement Tools in a Health Care Setting

A succinct introduction to the basic tools of CQI including the flowchart, brainstorm, affinity diagram,cause-and-effect diagram, decision matrices, multi-voting, check sheets, control charts, Pareto charts,histograms, scatter diagrams, and so on. Also introduces the background of CQI, the JointCommission's approach to CQI, and several problem-solving models. Packs a lot of information into arelatively small space -- is a good grounding in the essentials without a lot of fus s.

Juran's Quality Control Handbook

You can't get much more thorough than this. This book is a great reference work, covering every imaginable quality-related topic in detail, and drawing much from Dr. Juran's long and distinguishedcareer in quality management. If you want to buy one book for all your CQI reference needs, this isthe best choice. Chapters are written by a variety of authors, so readability varies, but in all, it is moreaccessible than its girth suggests.


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Koop

Dr. Koop turns his keen attention to the health care system -- or lack thereof -- towards the end of hisautobiography. He describes the existing mess very cogently, and makes some suggestions for change.The real value in "Koop" is for people who work in and around health care who would like to learn hisprescriptions: getting rid of the "30% of what is done diagnostically and therapeutically" that isunnecessary, linking insurance rates to behavior, reforming tort law to allow a more sensible

malpractice insurance structure, and developing ways to measure treatments and outcomes.Buy this book from Amazon.com

The Quality Quest

This booklet is a quick and useful introduction to the basic theory of CQI and its use in healthcare, butdoes not contain a lot of detail. The section that discusses what one person can do to improve quality is unique and interesting. Dr. Leebov offers a number of useful suggestions including showing respectto colleagues, seizing opportunities, confronting poor quality when you see it, and pursuingcontinuous self-improvement.

Meetings Do's, Don'ts, and Donuts

This book is easy to read and full of great ideas to improve meetings of any sort. The content coverseverything from initial planning to interpersonal relationships. Although the main thrust of the book addresses meetings in general, quality improvement meetings and their particular quirks arediscussed. This book would be a useful tool for anyone who wants to improve their meeting skills.

Transforming Healthcare Organizations

This guide to quality improvement in healthcare is helpful because its authors have been instrumentalin real-life CQI in hospitals. They bring the knowledge and perspective of experience to their writing.The book contains real insight into the changes that need to occur in healthcare organizations in orderto sustain quality improvement activities.


Company-Wide Total Quality Control

The author of this book is one of Japan's pioneers in quality management, and this is a distillation of his many years of experience in both academic and consultative settings. It is not frothy reading, but itis a good reference work, well-indexed, with a good table of contents and perhaps 60 figures andillustrations. It is well-rounded, intended more for managers than statisticians, and includes materialon QFD, quality education, and, of particular interest, a fact-based description of "Problems inImplementing TQC and How to Solve Them".


Breakthrough Thinking

Nadler and Hibino provide a thorough look at their theory of "Breakthrough Thinking." They give clearinstructions for when and how to use their methods. Breakthrough Thinking is based on s evenprinciples for problem-solving. Most of these principles are in tune with methods practiced by otherproblem-solvers and improvement gurus, but a few espouse unique ideas. For example, theuniqueness principle states that no two problems are situations are alike and therefore the solutionfor one will not f it the other. Solutions must be developed from scratch. While this i dea certainly has

value, it contradicts the idea that there is no need to reinvent the wheel and leaves one puzzling overthe best approach. A few of the other principles, particularly the limited information principle, createsimilar contradictions.



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Zen and the Art of Motorcycle Maintenance

A groundbreaking work of modern philosophy and fiction. The book truthfully claims to be an"...extraordinary story of a man's quest for truth. It will change the way you feel and think about yourlife." The reason we include it is because of Pirsig's valuable discussion of Quality as the union of artand science, emerging from the relationship between man and his environment.


The Team Handbook Peter Scholtes is well-known for this excellent book on teams and teamwork. He has very goodinsights and advice. His suggestions for handling communication -- from introductions to problems --are particularly helpful. The book is especially useful because it is specifically geared toward teamsinvolved in quality improvement, and covers the basics of CQI as well as team instructions. This

would be a great book for team facilitators to have on hand.Buy this book from Amazon.com

Economic Control of Manufactured Product

Walter Shewhart is the father of statistical process control. His book is not intended for the casualreader, but it should be required reading for quality engineers. It is actually quite well written, andheavily illustrated with charts and tables. In brief, SPC measures variation in production processes.

Variation is simply how far something deviates from its expected value. In SPC, variation can beattributed to either "common" causes or "assignable" causes. Assignable causes of variation areoutside the normal process and have a significant effect on the outcome. Instrument malfunction isan example of an assignable cause of variation. Removing these causes is fundamental to processimprovement because it brings the process into s tatistical control. Common causes are inherent in aprocess and are only a viable source of improvement once the process is in control. Removingcommon causes of variation usually requires changing the structure of the process itself.


The Lewin Legacy

This book contains most of the papers presented at the first International Kurt Lewin Conference heldat Temple University in 1984. The content, all related to applications of the social psychologicaltheories of Kurt Lewin, is interesting and informative. One of the most striking features of the contentis that it shows that Kurt Lewin's theory of action research is very closely in tune with CQI problem-solving methods (see especially the sections entitled Organizational and human resourcesdevelopment and Community psychology and community action ). For a good synopsis of Lewin'stheory of force fields, see the article entitled Utilizing Lewinian principles for an institutional

planning process within a medical school .Buy this book from Amazon.com

The Fragile Species

Lewis Thomas has made considerable contributions to scientific literature, bringing his insight andinquiry to many both inside and outside his field. Like his other works, this book is filled with thought-provoking observations and questions through which Dr. Thomas provides a convincing andentertaining look at humanity and its science. Of particular relevance is Dr. Thomas's investigation of the obligations science, and healthcare in particular, has to society and the future.


The Clinical Process and the Quality Process

This is a very good article regarding physician involvement in hospital CQI. Berwick offers good adviceabout how to approach the problem of physician involvement, suggesting that quality advocatesappeal to physicians' interest in the scientific method. Physicians may be more willing to become


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involved when they see that CQI is based on facts, scientific investigations, and experimentation. Thearticle also presents a good discussion of the application of CQI to clinical processes, both for its ownsake and as a further appeal to physicians' interests.

Continuous Improvement as an Ideal in Health Care

This is an excellent article. As usual, Don Berwick is clear, easy to understand without being simplistic,and inspiring. This article really makes you believe in CQI for healthcare, both the necessity for it andits potential success.

The Double Edge of Knowledge

This is an interesting look at the paradox of knowledge: awareness of errors encourages physicianimprovement but discourages patients from using lower ranking providers. Nevertheless, Berwick

believes dedicated providers must honestly pursue data about their practice despite the risks andurges support of improvement opportunities.

Seeking Systemness

Berwick calls for the reorganization of our communities -- businesses, schools, healthcareorganizations, assistance agencies, etc. -- into a mutually supportive network that will truly helpeveryone maintain a life of dignity and usefulness. The emphasis here is on integrated systems ratherthan discrete points of contact and often conflicting actions, both within healthcare and betweenhealthcare organizations and others. As usual, Berwick is inspiring and enjoyable to read.

Who Pays?

A remarkable look at the inconsistencies of America's health care system in caring for newborns. Oneof his most interesting points is that not only do the poor carry a disproportionate lack-of-care burdennow, but also that, in the long run, we will all pay for the lack of care for those who cannot afford ourexpensive system.

Mentoring: The Evolving Role of Senior Leaders in a TQM Environment

This is a great article on leadership in CQI and its new role. The value of mentoring as an approach toleadership is very valuable to an effective CQI culture, and Mr. Caldwell does an excellent job of getting this across. His recounting of experiences as a hospital CEO lend credence and reality to theconcept.

Beyond Quality You Can See and Feel

This well-written little article captures a unique and creative way of looking at the nature of quality. Itis definitely worth reading and will only take a few minutes.

Physician Leadership for the 21st Century

This is a very good article for physicians that outlines their changing roles and responsibilities and thechange in attitudes that must accompany them. Dr. Merry encourages both physicians and hospitalexecutives to reconsider their definition of physician leaders, giving it new life and meaning.

Physicians and Quality Improvement

Dr. Miles presents an overview of how physicians use quality improvement to improve health care atMagic Valley Regional Medical Center in Twin Falls,Idaho. Magic Valley has embraced a systemsapproach, patient focus, study of variation, and better science through guidelines, outcomes,collaborative learning, etc. The results are impressive.

Tutorial: Quality Improvement Project Models


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This article provides a comparative analysis of several popular improvement project models includingthe Juran Institute's model, Florida Power & Light's 7-step model, Paul Plsek's own model andFOCUS-PDCA®. Mr. Plsek also presents a good discussion of the concepts that these models attemptto capture.

The Art of Japanese Management

Pascale and Athos explore the essentials of Japanese management, focusing on Matsushita as an

example and contrasting it to the management of several U.S. companies. Their analysis of Americanand Japanese business management is structured around the seven S's: style, skills, staff, strategy,structure, systems, and superordinate goals. Of these, they postulate that the Japanese do a better jobof including the three soft S's (style, skills, and staff) along with the others. Pascale and Athos stressthe importance of organizational values, particularly finding a balance between the science of production and the art of dealing with the people involved, in creating a great corporation.


Lila

Lila is just what you would expect after Zen and the Art of Motorcycle Maintenance, yet it stillmanages to surprise and intrigue the reader. In Lila, Pirsig continues to explore Quality, but this timehis framework is much more refined. Drawing on his interest in an anthropology of the Native

Americans, he is in the process of developing a Metaphysics of Quality to replace Aristotle'sincomplete subject-object metaphysics that has misguided Western culture for so long. And he does agood job of it. Pirsig's Metaphysics of Quality is based on values rather than objectivity becauseobjectivity presents a false and impossible view. Values or morals are much more meaningful that any ruse of objectivity and are the building blocks of life on all levels: inorganic, biological, social, andintellectual. From this basic structure, Pirsig sheds new light on quite a few issues and questions that

were difficult to explain under Aristotle's subject-object world. Pirsig's final conclusion is that Good,as a noun, is what the Metaphysics of Quality is all about.


The Textbook of Total Quality in Healthcare

This book, designed originally as a textbook for healthcare workers, compiles chapters written by many of the leading experts in healthcare quality. Many timely issues are covered including thehistory of quality in healthcare, the principles and techniques of CQI, and the integration of CQI intoexisting healthcare structures. While not the easiest reading material, it is thorough and scholastically respectable. The first two chapters that detail the history of quality in healthcare are particularly notable for their unique depth of coverage.

Paradigms

Joel Barker is well-known for his study of paradigms. This book, published in hard cover as Future Edge , is easy to read, entertaining, and informative. Barker does a good job of explaining the conceptof paradigms and its relation to the business world. The main thrust of the book is that breakingthrough current paradigms to create outstanding and unheard of ways of doing business can put us

well ahead of the competition. Joel Barker calls the total quality revolution the most importantparadigm shift of the twentieth century. His analysis of this s ingle subject alone makes this book

worthwhile, but there is a lot more besides. In particular, I keep coming back to his observations about ways to tell when a paradigm is getting old, and how to recognize and prospect for new ones. Theconcept of paradigms plays a central role in much of the business management literature today.

Working with paradigms is key to business process reengineering, breakthrough thinking, andsystems thinking. Even personal growth literature refers to our paradigms. In light of this, Barker's

book is timely reading, though its ideas will always be relevant.Buy this book from Amazon.com

Quality is Free


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Quality Is Free is a clear and thorough presentation of Philip Crosby's approach to quality improvement, which is based on the goal of "zero defects." It also covers his quality managementmaturity grid, 14-step program for company-wide improvement, and his "Make Certain" program. A straightforward discussion of the author's ideas is supplemented by many short case studies as well asan in-depth look at how one company might apply Crosby's zero defects approach. It is largely focusedon quality improvement as a management tool. Crosby's idea of zero defects has been criticized by many in the quality improvement field for being too narrow, but Crosby puts forth a reasonable andinteresting defense stressing the importance of having a distinct and measurable goal. Crosby

expresses the opinion that zero defects is at the heart of quality. Other definitions of quality get stuck trying to define goodness, elegance, taste, and other design issues that are difficult if not impossible tomeasure. According to Crosby, quality work is achieved by conforming to job specifications. If thespecifications are incorrect, out of date, or inappropriate they should be changed, but this is not anissue of quality.


BusinessProcess Reengineering: BreakPoint Strategies for Market Dominance

This book presents a thorough look at business process reengineering, drawing on the considerableexperience of its authors. Of particular interest is their theory of BreakPoints, points at which thesuccess of your business can be significantly shifted through the application of reengineeringmethods. While the authors claim that it is not a how-to, the book provides a good outline of the stepsinvolved in BPR, in fair detail, from first to last. The reader can gain real insight into what BPR involves and if it is right for them.


Putting Total Quality Management to Work

A short book packed full of good information for TQM beginners. If you read one book about totalquality management, this should be it. Sashkin and Kiser cover the essentials, from Shewhart andDeming on through corporate culture and the 7 new QC tools. The historical background of TQM inChapters 1 and 2 was particularly interesting. Although it touches on all the major points, this book does not provide a lot of depth. For example, they skim lightly over SPC and other technical issues, butspend a significant amount of time discussing a TQM culture. For most of us, that's okay, but QA

specialists and industrial engineers will need something more.Buy this book from Amazon.com

Small is Beautiful

While E.F. Schumacher never wrote specifically about TQM, many of his ideas are related to theprinciples of quality improvement and appropriateness of work. Small is Beautiful focuses on the needfor work and businesses to be manageable, in proportion to the size of a human being instead of monstrously huge and beyond anyone's control. Business must be conducted as if people mattered.Not only does this apply to question of corporate culture, but also the environment, internationalpolitics, and a society built solely on consumerism. Schumacher's ideas have inspired many toimprove their relations with their work and with society. His insight into the foibles of classical

economics and Western society is remarkable and thought-provoking.Buy this book from Amazon.com

The Fifth Discipline

Peter Senge's The Fifth Discipline is primarily about systems thinking. Although the book does briefly mention the other four disciplines-- personal mastery, mental models, shared vision, team learning --systems thinking is in the spotlight. These five disciplines, with systems thinking as the cornerstone,are used to create the learning organization. While the whole book is interesting, the "systemsarchetypes," or generic systems that define the operations of many situations, are perhaps the mostintriguing ideas in the book. These archetypes help us to see the underlying factors at work in asystem and can help to define ways of dealing productively within the system.


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Scientific Management

Many things have been written and said about Frederick Taylor's remarkably influential theory of scientific management, most of them critical. A fair bit of this criticism is unjustified when viewed inthe light of his original work. This volume combines two of Taylor's treatises and the transcript of hisdiscussion of scientific management before a subcommittee of the U.S. House of Representatives.Taylor has been criticized for removing management from the process of production entirely. Taylor

states that workers did not have the knowledge needed to manage their own work. Instead, industrialplanners should analyze work scientifically, with time and motion studies, and designing tasks basedon the results. Motivation for the worker is derived solely from his paycheck which, according toTaylor, is all that workers cared about. Today, several of Taylor's ideas seem bigoted and judgmental,

but many capture the essence of total quality management: measurement and analysis of work processes, matching jobs to worker abilities, cooperation between workers and managers, definingclear goals for all workers, extensive job training, and the value of worker suggestions. In his words,scientific management constituted "a complete revolution in the mental attitude and the habits of allthose engaged in...management [as well as] the workmen." This philosophical revolution that Taylorinsisted was necessary seems to have been left out when American industries adopted scientificmanagement -- until now.


Knowledge Coupling: New Premises and New Tools for Medical Care and Education The premise of this book is that individual physicians cannot hope to learn, remember, and process the huge (andgrowing) volume of information and literature available for accurate diagnosis and treatment.Specialization has been an attempt to deal with the weight of information, but this leaves gaping holesin the treatment of the patient as a system of interdependent physiological and psychological parts.Lawrence Weed believes that computers, with the ability to "couple knowledge," should be used tostore and process medical information. Not only would the patient receive more direct attention fromthe physician, but also they would be guaranteed a more thorough investigation of the possibilitiesarising from their symptoms as figured by the computer rather than the human brain. Knowledgecoupling refers to the basic idea of pairing observations derived from the discussion with andexamination of the patient with relevant information from the vast store of medical literature. Part of

Weed's vision is Problem Oriented Medical Record , created with the help of the knowledgecoupler. The medical record should be viewed as a vital store of information that contains extensivepatient data and a record of all observations, possible problems, solutions, actions, etc. Weedenvisions a copy of this record in the hands of the patient when they leave the office or hospital.Ideally, the patient should understand everything in the record and have been a part of all decisionsmade along the way.


Leadership and the New Science

Margaret Wheatley makes a significant contribution to management theories with this book.Currently, our businesses and other human organizations are built on models provided by Newtonianmechanical physics. In the last century, however, science has moved well beyond these models, but

our organizations do not yet reflect the ideas of "new science." Wheatley provides a groundbreakinglook at the findings of new science -- quantum physics, chaos theory, fractals and self-organizingsystems -- and how they relate to concepts of leadership, management, organizational structure, andso on. The section on self-organizing systems is, at this time, the most applicable to any organization,

but you will get the most f rom Wheatley's ideas if you read the whole book from the beginning. Wheatley writes in a very poetic style that is marvelous to read. She expresses complex ideas in a way that anyone can understand. There are relatively few practical suggestions in the book, and Wheatley seems to recognize that no one quite knows how to use these ideas yet. Still, she encourages lettingthe ideas sort themselves out, creating their own uses when the time comes. If you want to see justover the horizon of management, this is the book.



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My Life and Work

This is a fascinating book by Henry Ford himself that, according to Thomas Stuelpnagel, was only recently rediscovered by Ford executives at the instigation of the Japanese. Among various anecdotesfrom his life, Ford clearly expresses his theories of management, engineering, marketing, quality, andso on. Although some of what he writes is dated, many of his thoughts are still valid and remarkably intune with modern TQM/CQI practices. Of particular interest are his ideas on the importance of thecustomer and providing them with both a quality product and quality service, the need for continuous

improvement, employee relations, and the value of work and business. Since the book is a bit of amemoir, these ideas are scattered throughout, but are worth the reading involved.


The Human Side of Enterprise

This book is well-known for McGregor's presentation of Theory X and Theory Y, two different sets of assumptions about workers that would lead to different management systems. Theory X assumes theattitudes that are prevalent in scientific management: people are naturally lazy, resistant toorganization, and must be persuaded to follow directions; most laborers lack ambition, interest intheir work, and the education needed to make reasonable decisions for themselves; money is the only motivator -- they don't care what they do as long as they get paid. Theory Y, on the other hand, accepts

workers as creative people who want to participate in all aspects of their work. People are not lazy;they want to do their job and do it well. Once their basic needs are satisfied, work must appeal to thehigher needs of self-esteem and self-actualization. Management should be designed to address theseneeds and make it possible for workers to develop themselves and their work. McGregor's work isinteresting and sets the stage for the last three decades of discussion about management practices andtechniques.


The Leader's New Work: Building Learning Organizations Written by Peter Senge, this article isessentially a summary of his book, The Fifth Discipline. He presents the basics of systems thinking as

well as his ideas about the "learning organization" in clear terms. The article addresses new roles forleaders, new skills like systems thinking, and new tools. As usual for Senge, the article is easy to read,enjoyable, and full of interesting and useful ideas. If you have not read The Fifth Discipline , this articleis a thorough but manageable investigation of Senge's ideas. If you have read the book or other articles

by Senge on this topic, this article will sound familiar, but makes a nice refresher.

Transforming the Practice of Management This presentation by Peter Senge focuses on the issuesinvolved in managing a "learning organization," an organization based on knowledge rather thanabundant natural resources. According to Senge, management of a learning organization requires

building shared vision, encouraging thinking and acting at all levels, thinking in terms of systems,creating mutual mental models, and a new concept of leadership. Many suggestions and insights areoffered that make these requirements of the learning organization more accessible. Systems thinkingis the most unique of Senge's ideas. As our world becomes more complex, we must to learn to think interms of systems in order to fully understand the consequences of our actions. Senge uses systemsarchetypes to apply systems thinking to real situations, several of which are discussed here. As always,

Senge writes with clarity and simplicity. Much of what is said here is s imilar to his book, The Fifth Discipline , as well as other articles about learning organizations, but this presentation offers a nice balance of his thoughts.

Beyond Quality Improvement Teams

This article reviews sociotechnical systems theory in an effort to encourage its application tohealthcare in the form of self-directed work teams. The authors provide several examples of successfulself-directed work teams in a variety of healthcare settings. At the same time, the authors suggest thatfurther research and more experimental teams are needed before we will know how well self-directedteams work in healthcare.


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Quality Improvement Through Leadership and Empowerment

This booklet was produced by the Pennsylvania MILRITE Council to increase awareness of quality improvement among Pennsylvania businesses. It is a thorough look at the theories and practicesinvolved in CQI. The booklet covers topics that include benchmarking, an implementation plan, thecosts of quality, and surveying customers. The section on determining the costs of quality isparticularly interesting because it offers a straightforward and easy-to-apply approach to an issue thatmany find vague. In general, this book is an excellent introduction to CQI that does not demand a big

time commitment. This booklet can only be purchased from the Manufacturing Services ExtensionCenter (MSEC) at 301 Broadway, Bethlehem, PA 18015.

The Whats, Whys, and Hows of Quality Improvement This book provides an excellent introduction toCQI, where it came from, and its many components. The authors have geared toward those who haveno background in the subject but will need to apply it. They expressly point out that the book is notdirected toward executives and managers, even though they could benefit from reading it. The sectionthat deals with the history of CQI is particularly good and remarkably thorough, with credit given tomany others besides Deming and Shewhart. In general, the book presents all the vital information in a

very readable fashion.Buy this book from Amazon.com

Exploring Quality Improvement Principles: A Hospital Leader's Guide This book does an admirable job of exploring several of the vital concepts of CQI, including leadership, culture, empowerment,customer focus, and understanding processes. It is particularly valuable because it was written forhealthcare organizations and includes many pertinent examples. It is enjoyable reading and is a goodplace to start a CQI education.

Creating a Customer-Centered Culture

Since its inception in the US, quality improvement has emphasized processes. As a result, many CQIinitiatives are producer-centered because this is where the processes in question are found. RobinLawton argues that this is misleading -- we need to focus on customers first and foremost. In this

book, Lawton presents a thorough and convincing investigation of his ideas about improvementthrough customer-centeredness. For example, he improves on the well-known division o f customersinto internal and external by reclassifying them into fixers, brokers, and end-users. The idea behindthis is that it is more important to understand the role played by the customer rather than where they are located. Many of Lawton's ideas are in harmony with those presented as business processreengineering, and Lawton's support of these ideas is more substantive than much of that given by reengineering aficionados. Also, his emphasis on the customer is not unlike quality functiondeployment, in which new products are carefully and intentionally designed with customer desires inmind. Like both reengineering and QFD, Lawton's approach is not radically removed from moretraditional quality improvement principles. He starts with many of the same ideas, but emphasizesdifferent pieces -- time, value-added activities, and the customer rather than process stability and

variation. This book is well-balanced and sound. Lawton provides many useful tools for creating acustomer-centered culture that are supplemented by examples. Overall, it is enjoyable and informativereading.


Kidgets

Kidgets makes use o f one of the oldest forms of instruction -- storytelling -- to make its point aboutthe need for CQI in education. This collection of charming, simple stories outlines the essentialprinciples of CQI through example, relating the concepts directly to the realm of education. The issueof quality is brought to life. As the subtitle says, this book is remarkably "insightful." The authors havecaptured the union of new ideas and age-old truths that can be found in CQI, and have used it to tacklea divisive issue among educators. Kidgets can serve as a good introduction to CQI for educators. Notonly does it cover the basic principles, it includes discussion questions following each story thatencourage the listeners to explore the issue in their own terms. If you're wondering how to get people


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talking about the possibilities of CQI, this book is a great place to start.Buy this book from Amazon.com

Total Quality Education

Total Quality Education profiles six primary or secondary schools that are using CQI methods, eitherpurposely or coincidentally, to improve the quality of the education they provide. The authors providea brief generalized look at Deming and what his theories of quality improvement can mean toeducation, but the purpose is not a thorough look at all the is sues surrounding quality in education.

The real value of this book lies in the close-up investigations of schools that are working very hard toimprove the total educational experience.Although the six schools profiled in the book have embraceddifferent models of education, there are many common themes: student involvement in settingeducational goals and objectives; time for teachers to hold team meetings and participate incooperative efforts; administrators who provide support for teachers rather than control; community involvement; belief that students can succeed given enough time; and the constant measurement of processes and programs. These are just a few of the many valuable and sometimes unique ideas thatare presented.

On Q: Causing Quality in Higher Education This book presents a thorough investigation of the needfor and application of strategic quality management in higher education. The author writes with boththe authority of experience in higher education and a sincere belief in the value of quality

improvement. The idea of quality improvement is not an easy one for many educators, but Seymourdoes not flinch from taking this to task. He makes it clear that, despite the challenge to many long-held-dear opinions, improvement in the management of higher education, both inside andoutside the classroom, is key to sustaining our colleges and universities. Seymour includes a solid

base of theory highlighted by useful examples and anecdotes. He includes a good introduction to CQIprinciples and tools as well as detailed discussion of education-specific issues such as his chapter on"Choosing to be Distinctive." The final chapter of the book, "Telling the Quality Story," is aninteresting and unique look at the communication efforts of colleges and universities. If you want toread a single book on quality in education, this is a great choice.


Re-Creating Our Schools for the 21st Century

Although this book is not specifically about CQI in education, the author does investigate many of theprinciples that make up a culture of quality and how they can be applied to education. Lewis positsthat only by changing the way we manage education can our schools succeed in the coming century.Some of the "gear-shifting" Lewis discusses includes: self-management, driving our fear,empowerment, intrapreneurialship, stewardship, consensus decision-making, and union-managementcooperation. Each of these ideas and a good number of others is discussed both generally and withspecific reference to education. Perhaps the most outstanding feature of the discussion is the numberof real suggestions for implementing these ideas that Lewis provides. The emphasis throughout the

book is on action rather than theory, an approach that may prove very useful since this is a topic thatmany find hard to pin down. Lewis does not discuss the tools o f CQI, measurement of processes, orthe use of data in any form. This is a book about the culture of education and its management, and

will prove more valuable to the reader if recognized as such from the outset.


Quality Management Master Plan: An Implementation PlanThis report provides a good, fairly thorough look at GOAL/QPC's overall approach to implementing and maintaining TQM. If you are afan of GOAL/QPC's approach, this is a very useful guide to the steps they recommend. Even if youdon't follow this particular method, the report contains many ideas that are universal to TQM and can

be applied anywhere.

Benchmarking

Like the other GOAL/QPC reports, this one is a good summary of what's happening in the field, butdoesn't break new ground. If you are not interested in reading a lengthy book on benchmarking, this


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report is a good substitute. It includes the basics of benchmarking along with a case study to illustratethe process, though no doubt there are fine points that are not covered. Typical of GOAL/QPC, thisreport presents a very systematic, step-by-step approach to benchmarking that users can either follow

verbatim or mold to suit their own purposes.

Facilitating and Training in Quality Function Deployment This book is designed for use by people whoare teaching others about QFD. It assumes that the user of the book has a basic working knowledge of QFDand want help in training others. It includes advice on introducing QFD into your organization,case studies to draw on, and teaching guides and tools. This book is also a useful aid to anyone who

has been introduced to QFD and wants to learn more or cement what they already know.Buy this book from Amazon.com

From Red Tape to Results: Creating a Government that Works Better and CostsLess

This report is a fairly lengthy but friendly document covering the research and recommendations of the National Performance Review, chartered to review the federal government. It is a good resourcefor anyone in government, whether federal, state, or local, and any concerned citizen. The reportcovers removing red tape, focusing on customers, empowering employees, and cutting government

back to basics. The anecdotes of poor quality are sometimes hair-raising but always instructive andhelp make the report very accessible. Although many of the recommendations are specifically about

problems at the federal level, they embody good ideas that could apply anywhere when viewed in alarger sense.

The Five Pillars of TQM

A thorough explanation of the practices that underlie high performance, from a man who has beenthere and done that, not least with the Tactical Air Command in the events that led to Desert Storm.


The Fifth Discipline FieldBook

In this book, Peter Senge and his colleagues continue to ground out the theories advanced in The Fifth Discipline . The FieldBook is designed to help systems thinking become a part of life and work.


Flight of the Buffalo

This book is stuffed full of practical management wisdom, and it is easy to read. I had to take it instages, and make lots of notes, to avoid getting overwhelmed by the sheer number of suggestions. Theoverall thesis is that leaders cannot act like head buffaloes, which make all the decisions for the herd.Rather, they need to learn to empower employees, to remove obstacles to great performance - to act,they say, as a lead goose.

Taguchi Methods ® : A Hands on Approach to Quality Engineering

Glen Peace takes a thorough, understandable approach to presenting Genichi Taguchi's thought andits application. The book makes excellent use of graphics to illustrate experimental design stages, andintegrates Taguchi methods neatly into a general process improvement algorithm.

A Guide to Graphical Problem-Solving Processes The Pareto effect holds for the quality improvementtoolbox. This little book, like Goal/QPC's Memory Jogger, gives you 80% of what you will ever need tosolve quality problems, and will consume far less than 20% of your shelf space. Creative, analytical,group process and statistical tools are all here, reasonably well organized, and easily accessible topeople without degrees in statistics.


SPC Simplified for Services


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This guide to statistical process control is simple enough for Everyman, as its title suggests, but it doesget into important areas that shorter books skim over, e.g. sampling plans and process capability studies. There are examples, sample problems with answers, and plenty of charts.


SPC Tools for Everyone

I do not know what it is about this book -- the tone, the layout, or what -- but this is actually very

pleasant to read and use. It is suitable for any newcomer to the field, yet will be adequate for all butthe most advanced SPC practitioners. It includes nice illustrations, well-written examples, processimprovement algorithms, a wide range of tools, and even a few subjects which most introductory

books do not attempt.Buy this book from Amazon.com

Quality in American Schools

This is a very encouraging article that discusses 24 quality directives for schools in light of theimprovement activities of the Millcreek School District in Erie, Pennsylvania. The 24 points may be

beyond the reach of some schools at the present time, but certainly paint a hopeful picture for thefuture. Any educator wondering how to relate quality improvement to education should read this forinspiration.


Total Quality in Education

While this article may make educators uncomfortable, it does provide a good example of what TQM ineducation can accomplish. The author reports on the changes made at George Westinghouse

Vocational/Technical High School in New York City. Westinghouse High School has been using TQMtechniques since 1988 with real successes including lower drop-out rates, parent involvement,relations with the business community, and better student performance and participation.

Westinghouse has developed innovative solutions that would be helpful to any school getting involved with TQM, but they all require work and dedication.

Quality EducationGray Rinehart has produced a very worthwhile, in-depth look at the problems in the U.S. educationsystem and how those problems can be addressed using Deming's philosophy of quality andcontinuous improvement. He offers perhaps the best history and explanation of the quality movementaround. The book is worth reading for this alone. As it progresses, the book becomes more focused oncurriculum and standards (mostly for junior/senior high school) than how to make quality improvement actually work in the classroom, but his ideas are nonetheless valuable. Now if only there

was a viable way to make them happen. Sure, doing away with grades and leaving decisions solely upto the instructor's judgment sounds good, but it's easier (and fairer) said than done.


Good th ink ing . Good execu t ion . Good re su l t s .

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