Describes the Strategic Leadership Star, which provides a logical framework which unifies the myriad of tools and techniques that are proliferating under the TQM “umbrella”, change‐management practice and modern strategic thinking. The central focus of all of these is superior performance...

Argues that TQM falls short as a vehicle for implementing excellence. Asserts that value to the customer is a much better means for delivering excellence than a customer‐led TQM with its inherent limitations and tendency to complex jargon. Discusses the use and abuse of quality. Considers that...