The goal of this book is to familiarize the reader with the cornerstones of creating and sustaining organizational effectiveness. The text addresses the following questions: What does our organization need to do to remain competitive in a global economy? How do we know what the customer wants? How can we improve our processes and integrate our functions so that they provide customer satisfaction through the best use of the resources available? How do we create an internal environment that enables everyone who works for us to perform to the best of their ability? How do we know that we are doing the right things right? The book emphasizes practical application of quality management principles, tools, and techniques. These include: Malcolm Baldrige National Quality Award Six Sigma ISO 9000 Customer value creation Leadership Strategic planning Process improvement and management Measures of performance Human resources management Knowledge and information management Project management Business results The text provides: a business viewpoint by utilizing real-world examples from a variety of industries and organizations a multi-chapter case study utilizing the Malcolm Baldrige National Quality Award criteria to review the effectiveness of an actual organization examples and problems showing the application of ideas and concepts an overview of statistical process control Table of Contents Preface. 1. Organizational Effectiveness. 2. Organizational Philosophy. 3. Quality Systems. Case Study. 4. Creating a Customer Focus. Case Study. 5. Organizational Leadership. Case Study. 6. Strategic Planning. Case Study. 7. Human Resource Development and Management. Case Study. 8. Measures of Organizational Success. Case Study. 9. Process Management. Case Study. 10. Problem-Solving Tools and Techniques. 11. Project Management. 12. Business Results. Case Study. Appendices- 1. Z Tables. 2. X- and R chart factors. 3. Malcolm Baldrige National Quality Award Organizational Effectiveness Evaluation. 4. Websites for Quality. 5. Attribute Charts. Glossary. - Answers to Selected Problems. Bibliography. Index.