The first and only nontechnical method for installing, maintaining, and measuring a comprehensive quality improvement program in your business operation. Special features: Emphasizes throughout that doing things right the first time adds nothing to the cost of a product or service. (What costs, and costs dearly in terms of rework, test, warranty, inspection, and service after service, is doing things wrong). Introduces the proven Make Certain program (the best way known to get management and service personnel participating in the improvement effort). Shows how to recognize and guard against the kinds of problems that can cost your company money, damage its reputation, invite litigation. Proves that quality is a people business, not a ``manufacturing'' function or statistical mystery (note, for example, the chapter on management style to help you improve your personal quality). Illustrated throughout with actual case examples, enabling profit-minded managers to understand and install quality programs in their own operations. Management at all levels: Quality is not only free, it is a supreme source of profit. Quality professionals and company executives: Don't forget that current ``consumer'' and ``environmental'' pressures fall under this quality responsibility. MBA or undergraduate students and company trainees: the basics for specific training programs are included.