The 1993 State of U.S. Total Quality Management: A Baldrige Examiner's Perspective
基于作者作为马尔科姆·波多里奇国家质量奖评审员对22家公司的评估经验，分析了美国全面质量管理的现状，指出其优势与待改进之处。
This article assesses the current state of U.S. total quality management based on the author's experience evaluating 22 companies as an Examiner for the Malcolm Baldrige National Quality Award during the last four years. The companies that apply for the award have many important strengths and these are yielding substantial improvement in customer satisfaction, employee involvement, and operational results. They also, however, have many identifiable areas which need improvement. A number of factors are limiting the development of truly comprehensive and fully integrated quality management systems.