TITLE -- COPYRIGHT -- ABOUT THE AUTHORS -- PREFACE -- CONTENTS -- ACKNOWLEDGMENTS -- SECTION I QUALITY CONSCIOUSNESS -- QUALITY CONSCIOUSNESS CHECKLIST -- WHERE THERE'S SMOKE… -- ANALYZE THE EXAMPLE -- THE "NO WORSE" TRAP -- WHAT QUALITY IS AND IS NOT -- WHY WORRY ABOUT QUALITY? -- TWENTY REASONS TO ADOPT A QUALITY PROGRAM -- THE CHALLENGE OF QUALITY -- SECTION II PERSONAL QUALITY STANDARDS -- NOTICE YOUR PERSONAL STANDARDS -- PREPARING TO DEVELOP PERSONAL STANDARDS -- MY PERSONAL STANDARDS -- IS THIS PERSONAL QUALITY? YOU DECIDE! -- LIGHTING THE QUALITY M-A-T-CH -- THE Q-MATCH TEST -- WHERE CAN I APPLY Q-MATCH? -- QUALITY AND EXPECTATIONS -- P-A-S OPTIONS FOR QUALITY -- MEASURING PERSONAL STANDARDS -- PERSONAL STANDARD MEASUREMENT FORM -- WHAT MAKES US COMPROMISE (CHEAT)? -- SECTION III THE THREE C's OF QUALITY -- COMMITMENT -- RATE YOUR COMMITMENT -- COMPETENCE -- RATE YOUR COMPETENCE -- COMMUNICATION -- RATE YOUR COMMUNICATION -- AUTHOR'S COMMENTS -- SUGGESTIONS FOR COMMUNICATING QUALITY -- SECTION IV YOUR ORGANIZATION'S GOALS -- YOUR MISSION POSITION -- CHECK YOUR GOAL CONTROL -- SETTING QUALITY STANDARDS -- WHAT'S WRONG WITH THIS STORY? -- THE STORY RETOLD -- SECTION V P.S.: THE PERFECTION STANDARD -- P.S. (PERFECTION STANDARDS) -- PUTTING P.S. TO WORK: "JUST DO IT!" -- THE SEVEN STEP PLAN: A PREVIEW -- THE SEVEN-STEP PLAN FOR MEASURING QUALITY PERFORMANCE -- AN ACTION-ORIENTED QUALITY PLAN -- SECTION VI THE "HOW-TO" OF QUALITY -- 1 HOW TO IDENTIFY AND SOLVE QUALITY PROBLEMS -- PROBLEM-SOLVING CHECKLIST -- PROBLEM SOLVING EXERCISE -- 2 HOW TO ASSURE CUSTOMER SATISFACTION -- ENCOURAGE CUSTOMERS TO COMPLAIN -- PERSONAL CUSTOMER WORKSHEET -- 3 HOW TO MEASURE RESULTS -- CUSTOMER QUALITY SURVEY -- 4 HOW TO REWARD QUALITY PERFORMANCE -- 5 HOW TO SET UP QUALITY GROUPS -- QUALITY GROUP CHECKLIST -- 6 HOW TO PROVIDE QUALITY TRAINING.

RATE YOUR QUALITY TRAINING PROGRAM -- 7 HOW TO ASSESS THE COST OF QUALITY -- KEEP A COST DIARY -- 8 HOW TO ESTABLISH YOUR QUALITY PROGRAM -- RATE YOUR QUALITY PROGRAM -- 9 HOW TO SUPPORT YOUR QUALITY PROGRAM -- HOW MANAGEMENT AND EMPLOYEES CAN SHOW SUPPORT -- 10 HOW TO MAKE QUALITY WORK -- SECTION VII A MENTION OF PREVENTION -- PRINCIPLES OF PREVENTION -- HOW TO PREVENT ERRORS -- PREVENTION VS. CORRECTION -- SECTION VIII QUALITY BEGINNING TO END: A REVIEW -- GLOSSARY -- BIBLIOGRAPHY -- MAY WE HEAR FROM YOU.