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"Joe Boyett presents a fascinating and instructive quality play in three acts with lessons for each part of the quality journey he describes so well. Stephen Schwartz of IBM opens by demonstrating what a leader actually does to develop and implement quality, and does it against the backdrop of a very public IBM crisis.
"Act Two teaches would-be Baldridge winners that there is more to winning than simply doing a great job and repeats the grammar school order to answer the question being asked.
"Act Three, as always, talks about the long haul, and in this case, discusses the real issue of quality, which is the integration of quality into ongoing operations.
"THE QUALITY JOURNEY is bound to hold the interest of anyone interested not only in quality but in the interaction between events and people as they strive for continuous improvement."
-David B. Luther,
"Act Two teaches would-be Baldridge winners that there is more to winning than simply doing a great job and repeats the grammar school order to answer the question being asked.
"Act Three, as always, talks about the long haul, and in this case, discusses the real issue of quality, which is the integration of quality into ongoing operations.
"THE QUALITY JOURNEY is bound to hold the interest of anyone interested not only in quality but in the interaction between events and people as they strive for continuous improvement."
-David B. Luther,