This book is all about quality. Many companies have tried and failed to improve the quality of their product or service, often using the ideas in this book. Companies have a tendency to "fit" a quality model into their organisation or "impose" a process driven approach, usually changing the process before it could deliver and giving the wrong impression that quality is about "gimmicky" management trends. Quality is at the very heart of ALL successful service and manufacturing companies and this book captures the very essence of what quality is about. Information about understanding, measuring, mapping and a whole host of quality management tools are presented. The presentation style is as easy to follow as a best seller and invites you to read more. Information about the people who invented and influenced Quality Management is included at the start of the book, capturing the spirit of their lifetime work in a few short pages. If you are interested in quality - Buy this book !.