Table of Contents
1 Global Competitiveness 2 TQM and the Foundation of the Emerging Paradigm 3 Organizational Culture and Paradigm Shift 4 Management Role Responsibilities 5 Concepts for Customer Value 6 Strategic Management and the Emerging Paradigm 7 Measurement of Customer Value 8 Organizing to Improve Systems 9 Variation I Interpreting Its Meaning 10 Variation II: Understanding the Causes 11 Strategic Linkage of Operations Through Employee Involvement 12 Culture Change and Organizational Learning CASES: HEWLETT-PACKARD: John Young, Champion of Change IBM: The Seasons of Change at IBM Rochester FEDERAL EXPRESS: The Vision Made Real