The Lemmings Who Love Total Quality

The Lemmings Who Love Total Quality

Many North American corporations are rushing headlong to a destination called "total quality"

Like lemmings marching to the sea, many North American corporations are rushing headlong to a destination called "total quality." Many of these corporations are heading for a nasty surprise because the popular approaches to total quality are flawed by four self·defeating characteristics.

Published in The New York Times

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