Section 1. Quality basics. Lessons learned from the masters : experiences in applying the principles of Deming, Juran, and Crosby / Theodore A. Lowe and Joseph M. Mazzeo. The Deming view of a business / Harper A. Roehm and Joseph F. Castellano. Variation, management, and W. Edwards Deming / Brian L. Joiner and Marie A. Gaudard. Ensuring team success in continuous improvement / Susan M. Heathfield and Gregory M. Scheessele -- Section 2. Teams The use and management of teams : a how-to guide / Richard L. Ratliff, Stephen M. Beckstead, and Steven H. Hanks. Effective use of teams in continuous improvement / Cliff L. Seastrunk, Roy H. Johnson, and Ron L. Huber. Building a team / D. Keith Denton. Self-directed work teams : a guide to implementation / Michael W. Piczak and Reuben Z. Hauser. Why teams poop out / John L. Niles and Norbert J.Salz. How to prevent teams from failing / John D. W. Beck and Neil M. Yeager -- Section 3. Continuous improvement. Telling the quality story / Howard S. Gitlow, Shelly J. Gitlow, Alan Oppenheim, and Rosa Oppenheim. Continuous improvement : methods and madness / Alan J. Peterson and R. Dan Reid. COQ systems : the right stuff / Dean L. Bottorff. The tools of quality. pt. 2. Cause-and-effect diagrams / J. Stephen Sarazen. The tools of quality. pt. 4. Pareto charts / John T. Burr. Benchmarking : achieving the best in class / Lynn Kaemmerer -- Section 4. Integrated case studies in quality improvement applications. More, better, faster from total quality effort / David A. Mccamey, Robert W. Boggs, and Linda M. Bayuk. Continuous improvement on the free-throw line / Timothy Clark and Andrew Clark. Hospital sets new standard as closure. Approaches : quality is continuous / Martha L. Dasch. Quality quest : one company's successful attempt at implementing TQM / Robert A. Drensek and Fred B. Grubb. Continuous quality improvement at Williams Bally Midway Games / Art Davis. Teamwork brings breakthrough improvements in quality and climate / Steven Crom and Herbert France. Continuous improvement of emergency care and services / Marianne Murdock. Continuous improvement in college teaching : an application of statistical tools / Zhiming Xue and Charles S. Gulas. Systematic problem solving : a cornerstone tonight / James Gelina and Marty Schildroth. Quality audit : tool for continuous improvement in disability claim operations / Illona Dubaldo and Jeffrey P. Nogas. Can benchmarking for best practices work for government / Patricia Keehley and Sue A. MacBride.