Presenting the basics of quality, this book is designed to help management and employees establish and meet simple, effective quality standards for departmental and organizational goals. It provides step-by-step guidance and a clear definition of quality. Quality is a standard by which we judge our work. It measures whether we did what we set out to do and is the standard by which customers measure products or services. To establish quality guidelines, we must have a starting point and some criteria. A quality programme must also be rewarding to get enthusiastic support. A "seven point plan" is included so that each departmental manager can agree with his or her staff what perfection standards they will aim for. Diane Bone is the author of "A Practical Guide to Effective Listening", and Rick Griggs is the founder of MANFIT - Management Fitness Systems, a US company that specializes in management training and personal development.