"Learning from Success & Failure in Quality Management"
Author: Petillo, J.T.
Published In: Facilities Manager
Date: Fall 1993
Taken from author's keynote address at APPA's 1993 Annual Meeting in St. Louis. Discusses his work as president of Qualtec Quality Services, a Florida Power Light Group company and application of total quality management through their Quality Improvement Program. Discusses its basic components and principles and its implementation. Explains how the company has now gone beyond TQM to "the graduate phase" of management.
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