Top management leadership: the people who need to change first -- Business planning process: aligning the organization and people -- Environmental change plans: best practices for improvement planning and implementation -- External customer focus: best practices for outstanding customer relationships -- Quality management systems: ISO 9000 and more -- Management participation: management must set the example -- Team building: bringing synergy to the organization -- Individual excellence: going beyond teams -- Supplier relations: developing a supply management process -- Process breakthrough: jump-starting your process -- Product process excellence: the production side of all organizations -- Service process excellence: how to best serve your customers -- The measurement process: the balanced score card -- Organizational structure: restructuring the organization for the twenty-first century -- Rewards and recognition: rewarding desired behavior.