Customer-Inspired Quality: Looking Backward Through the Telescope

Editor's Preface Author's Preface Foreword Introduction: Looking Backward Through the Telescope 1. Getting off the Cliff Edge 2. The Customer's Point of View 3. Intelligent Tinkering 4. Pinning Down The Protozoa 5. Catching the Right Wind 6. Improving the Common Tasks 7. How to Eat an Elephant 8. Plugging In 9. Refocusing the Telescope Notes Index About the Author