This book is an up-to-the-minute survey of best practice showing companies how to achieve excellence through quality by effecting a total transformation of the way they do business. Total quality management is about people and attitudes, rather than techniques and systems, although it includes those. Quality is attained by people linked together to form a chain of suppliers and customers. Everyone in every part of an organization is a supplier to someone else and this book shows how quality can be achieved in every link in the chain by empowering each employee to strive for continuous improvement. Case studies, which include Holloway Prison and Braintree District Council, are supported by analysis of the teachings of major quality gurus - such as Deming and Juran - with explanation of their relevance to today's manager. An increasing number of companies are seeking to be awarded BS5750 - the British National Standard for Quality Management Systems - which will play a crucial role in European trade after 1992.