Using a unique blend of stories, tips, charts, and tables that can be adapted to any organization, this book shares the stories, wisdom, and ``silver bullets`` gained by two divisions of the Boeing Company as they each won the Malcolm Baldrige National Quality Award. The ``silver bullets`` are the powerful kernels of management wisdom that set this book apart and provide the simple insights that anyone can adopt. This book uses a systems perspective to provide solutions that will inspire leaders to champion such approaches, while also providing tried and true details and ``how-to`` applications to the in-house practitioners and consultants. Whether you are looking for tools and techniques to make your organization and processes more effective, or you are starting from scratch, this book provides you with a set of proven approaches to achieving excellence. The insights into excellence and the Baldrige journey that Spong and Collard have mastered have allowed their organizations to celebrate with great processes, loyal customers, engaged employees, high-quality products and services, and significant profitability. This special low-priced edition is for sale in India, Bangladesh, Bhutan, Maldives, Nepal, Myanmar, Pakistan and Sri Lanka only.About the AuthorE. David Spong retired in 2004 as president of Aerospace Support for Boeing Integrated Defense Systems. Culminating his leadership of this $4B revenue, double-digit margin and growth business was the 2003 Malcolm Baldrige National Quality Award for service. Previously, Spong was vice president and general manager of Airlift and Tanker Programs for Boeing Military Aircraft and Missile Systems. Under his leadership, this unit received the 1998 Malcolm Baldrige National Quality Award for manufacturing. Spong holds a bachelor`s degree in engineering from London University, a master`s degree in engineering from the University of Missouri, and a doctorate of science degree in engineering from Washington University in St. Louis. Spong currently serves as chair of the Board of Directors for the Baldrige Foundation and as treasurer of ASQ. Debbie J. Collard is director of Strategy and Performance Integration for Boeing Shared Services Group. Previously, she was director of Program Management and Business Excellence for Boeing Integrated Defense Systems. Working with David Spong, Collard led business excellence activities at both Aerospace Support and Airlift and Tanker Programs, resulting in several state quality awards and Malcolm Baldrige National Quality Awards in both service and manufacturing. Collard holds a bachelor`s degree in business management from the University of Phoenix and a master`s degree in organization development from Pepperdine University. Collard currently serves as secretary of the Board of Directors for the Baldrige Foundation, vice-chair of the Board of Directors for the California Council for Excellence, and is a Senior member of ASQ. Contents:Table of ContentsChapter 1: Leadership and the Learning Experience Chapter 2: Strategic Planning Chapter 3: Customer Satisfaction Chapter 4: Measurement, Analysis, and Knowledge Management Chapter 5: People Chapter 6: Process Management Chapter 7: Observations on ``The Journey``