Copyright © 1999 by Gary M. Grobman
Published by White Hat Communications.
All rights reserved. No portion of this book may be reproduced in any form, or by any means, mechanical or electronic, or by any information storage and retrieval system or other method, for any use, without the written permission of Gary M. Grobman.
The material in Chapter 4 of this publication is from the Benchmarking Workbook for Nonprofit Organizations, a work-in-progress by Jason A. Saul. Copyright 1998 Jason A. Saul. This chapter is part of a larger work by the author to be released by the Wilder Publishing Center, St. Paul, Minnesota, in 1999. Used with permission. For more information on this book and other Wilder Foundation publications, call 1-800-274-60241-800-274-6024, or visit their Web site at www.wilder.org.
The quotation from John Nash from the National Productivity Review which appears on page 109 is copyrighted material (1993) and is reprinted with permission from John Wiley and Sons, Inc.
The material which comprises Appendix B is from Out of Crisis, ©1986 by the W. Edwards Deming Institute, published by the Massachusetts Institute of Technology, Center for Advanced Educational Services, Cambridge, Massachusetts, and is reprinted with permission.
The material which comprises Appendix C is copyrighted material provided by Reginald Carter, supplemented by material prepared by Frederick Richmond and Eleanor Hunnemann, and is reprinted with permission.
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Printed in the United States of America.
Proofreading: Barbara Trainin Blank
Editing: Linda Grobman, John Hope
Library of Congress Catalog Card Number: 98-96842 (Print Edition)
ISBN 0-9653653-4-4 (Print Edition)
Table of Contents
Foreword by Philip Crosby 5
Chapter 1. Introduction to Quality Improvement 13
Chapter 2. Introduction to Total Quality Management 21
Chapter 3. Introduction to Business Process Reengineering 35
Chapter 4. Introduction to Benchmarking and Best Practices 47
Chapter 5. Introduction to Outcome-Based Management 65
Chapter 6. Introduction to Large Group Intervention 79
Chapter 7. Introduction to Chaos Theory 91
Chapter 8. The Role of Boards in Change Management 105
Chapter 9. Closing Comments 115
Appendix A—Introduction to Statistical Process Control 125
Appendix B—Dr. W. Edwards Deming’s 14 Points 129
Appendix C—The Building Blocks for Return-On-Investment 131
Appendix D—Internet Resources 135
About the Author and Contributors 150
Key Word Index 152