"Total Quality Management (TQM) was once touted as the management approach that would revitalize American business. Now, faced with meager improvements and depleted budgets, managers are wondering, "What happened?" "Where is the increase in market share?" "Where is the growth in profits, performance, and productivity?"" "Finally, there are answers to these questions and many others. Why TQM Fails and What to Do About It is a trouble-shooting guide for all areas of quality management. You'll learn the most common mistakes made by organizations during each crucial phase, including start-up, alignment, and integration. Most important, you'll understand the actions your organization can take immediately to avoid these failures - and reap the intended rewards of quality improvement." "The hype and confusion surrounding TQM often obscures its primary concerns: providing high-quality products and services and satisfying customers. Why TQM Fails and What to Do About It offers practical, concrete guidance for any organization still committed to these goals."--Jacket.