Addressing quality efficiency and improvement, this book identifies 10 steps that leaders of organizations can follow to optimize the quality of their products and improve customer satisfaction. The book emphasizes not only quality, but rather a systematic approach of the entire organization to work towards this improvement. Topics such as risk and quality; multicultural management; empowerment; error analysis; innovation; advanced quality planning; and quality operating system provide readers with a fresh and bold approach to quality and improvement. Resource-rich appendices are included on the accompanying CD-ROM.