Very well written classic which has inspired best practice,
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This review is from: Quality is Free: The Art of Making Quality Certain (Hardcover)If you need to have more insight into the world of quality in business, look no further (and especially at the bargain price of 22p plus delivery that I paid).
The book is 20 years old and much of its power has passed into best practice (e.g. Zero Defects), however this is the motherlode which helped trigger the change in mindset, and I was very impressed by the fact that it isn't an academic or a gimmicky read, but covers how to explain the need and even gives outline ideas for training sessions to help get the message accross to staff (one of which I have repurposed for my own needs).
Basically, if you are at all interested this is a must purchase.