Quality is the major topic in international industry today and its importance should increase in the 1990s. This book presents a step-by-step approach for implementing a quality improvement process in any type of organization. Making Quality Happen utilizes quality as the strategic weapon that should help an organization achieve its overall objective by improving the organization's customer impact, reducing its cost structure, increasing its competative market share and maximizing its employee productivity. The quality improvement process detailed by NcNealy should make quality and integral part of any organization, and not an added or extraneous feature. Making Quality Happen is targeted at a broad and deep audience of managers in all types or organizations around the world. The concepts and recommended actions expounded are directly applicable and have been implemented successfully in large and small organizations in the public, private and non-profit sectors. hsi is a hands-on, action-oriented, how-to guide ot implementing a quality improvement effort. It is not a theoretical, overly technical or academic treatise. Rather, it is a recipe for winning the quality revolution. Examples are used throughout the text to illustrate its key points and anecdotes from actual implementations are used to clarify, augment and illustrate the recommended action plans.