A fundamental but often ignored absolute for managing and improving quality is that "Quality has more to do with people than things." This is central to what Jim Joyner calls Complete Quality; the kind of quality that encompasses your entire organization, engages people at all levels, is proactive, and can stand up to the tyranny of the urgent. QUALITY STILL WORKS introduces five timeless principles of Quality that will help you create a process that can inspire your employees towards excellence, invigorate your business, drive out waste, please your customers, and improve the culture of your workplace and the bottom line. In fact, organizations that master quality by applying these principles can generate positive changes that lead to greater employee satisfaction, better teamwork, gains in productivity, customer loyalty, and improved financial performance. This book will teach you about Complete Quality and how to apply it to any kind of endeavor; it's about fundamental leadership. The ten chapters are a collection of essays and lessons on quality and the actions required to deal with its complexities. The purpose of this book is to first of all persuade those who are looking for ideas on how to improve their organizations that Complete Quality is an intelligent alternative. The second purpose is to provide those already in to formal quality initiatives with some practical ideas for further progress. The target audience for QUALITY STILL WORKS is both broad and deep. It is broad in the sense that application of the lessons crosses all industries, including service, retail, healthcare, hospitality, education, sports, government, for profit and not for profit, and manufacturing. It is deep in that it will feel like it's speaking to all levels of employees, especially leadership and management. The ten chapters are a blend of facts, sprinkled with personal opinions and topped with a number of anecdotes. While each chapter addresses a separate aspect of Quality they all share a common theme - Quality is integral to the success of any activity, task, project, job, and ultimately the enterprise. The critical element is organizational integrity that is built upon five timeless principles. The goal is to help you change the culture of your organization so that Quality becomes innate; you can think of it as a kind of organizational reformation. Without a doubt there have been meaningful gains in the performance and reliability of products, thanks in part to advances in technology along with innovations in designs and materials. New models of service excellence have also arisen in sectors such as retail, healthcare, hospitality and others. However, the struggle for Complete Quality - the kind that is innate and will not be compromised or altered by the tyranny of the urgent - is still hard to achieve and even more difficult to sustain. Perhaps an idea or two hidden within the pages of this book will provide the insight or encouragement needed to help plant the seeds of a Quality reformation in your organization; a reformation built on timeless principles of Quality, challenges conventional wisdom and leads to perpetual improvement.