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References and Copying Rights
from
When "Good Enough" Isn't Good Enough,
Core Ideas of Total Quality
© by Ends of the Earth Learning Group 1998
by
Linda Turner and Ron Turner
TABLE OF CONTENTS
| Chapter One | Chapter Two | Chapter Three | Chapter Four | Chapter Five | Chapter Six | Chapter Seven | References and copying rights |
REFERENCES
Belassco, James A., Stayer, Ralph C., Flight of the Buffalo, Soaring to Excellence,
Letting Employees Lead, Warner Books, Inc., New York (1993) [Note: This is the
best book we have encountered on leadership.]
Carlzon, Jan, Moments of Truth, Ballinger Publishing Co., Cambridge, Mass,
(subsidiary of Harper & Row Publishing, Inc.) 1987 [Note: Carlzon is technically not
part of the Total Quality Management movement. This book has useful ideas,
however, that are widely referenced. The "moment of truth" is the sixty seconds or
so that a person has to "make things right" with a customer. Carlzon also developed
the idea of "inverting the hierarchy" and putting the customer on top.]
Covey, Stephen R., The 7 Habits of Highly Effective People, Powerful Lessons in
Change, A Fireside Book, Simon and Schuster, New York et al (1989) [Note:
Covey's focus is on personal development. We recommend that advanced self-managed teams do Covey's exercises as a group.]
Deming, W. Edwards, Out of the Crisis, M.I.T. Center for Advanced Engineering
Study, Cambridge, MA (1986) [Note: A warning is in order. Deming is not easy to
read, and so some people have "given up" after fifty pages or so. Deming's books
are worth the patience. Try him in small bites.]
Deming, W. Edwards, The New Economics for Industry, Government, Education
(Second Edition) , M.I.T. Center for Advanced Engineering Study, Cambridge, MA
(1994)
Gilovich, Thomas; Valone, Robert; and Tversky, Amos; "The Hot Hand in
Basketball: On the Misperception of Random Sequences" Cognitive Psychology 17,
295-314 (1985) [Note: this article describes how professional basketball players
frequently perceive "hot and cold streaks" that are nothing more than normal
variation.]
Scherkenbach, William W., The Deming Road to Quality and Productivity, Road
Maps and Roadblocks, CEEPress Books, George Washington University,
Washington, D.C. (1988). [Note: This is a good reference for stories from Ford and
other manufacturers. It is also has a very good explanation of Deming's 14 points.]
Scholtes, Peter R., The Team Handbook, How to Use Teams to Improve Quality,
Joiner Associates, Inc., (1988) [Note: this is a "must have" reference for any
organization working with teams.]
Waterson, Bill, Homicidal Psycho Jungle Cat. A Calvin and Hobbes Collection,
Andrews and McMeel, A Universal Press Syndicate Company, Kansas City (1994)
[Note: Unfortunately Calvin and Hobbes have retired. All of these books are great
for a laugh.]
The Ends-of-the-Earth Learning Group was created in order to help develop tools for teachers, trainers, and change agents who are attempting to transform organizations. Books, discussion groups, and consulting assistance are available through the Internet. There is an Internet version of How to Grow Effective Teams that is available at no charge through our website, EndsOfTheEarth.com. Other manuals and books published by Ends-of-the-Earth will also eventually have Internet versions.
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| Chapter One | Chapter Two | Chapter Three | Chapter Four | Chapter Five | Chapter Six | Chapter Seven | References and Copying Rights |