Merrill, Peter - 2009 - 2nd ed
Contents -- List of Figures -- Preface -- Acknowledgments -- Introduction -- PART I The Reason -- 1 Why Are We Doing This? -- 2 The Customer -- PART II The Foundation -- 3 The Vision -- 4 Quality Values -- 5 Culture -- PART III The Change -- 6 Resistance to Change -- 7 The Change Process -- 8...