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Addressing their unique issues and concerns and ``speaking their language,'' Biech gives trainers the information, methods, and inspiration they need to institute TQM and spread it throughout the organization. She builds the book around the principles of TQM as a powerful customer-oriented, quality-focused, process-oriented, fact-based, team-driven philosophy. How-to-guidance is combined with valuable discussions of how each step fits into the big picture. In addition to ready-to-use forms and plans, Biech presents motivating examples of real-life TQM successes in the training area.

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