000			01569naa a2200181uu 4500
001			10658
003			OSt
005			20190211155122.0
008			030131s2002 xx ||||gr |0|| 0 eng d
100	1		_aGALGANO, Alberto _93876
245	1	0	_aQuality : _bmind and heart in the organization
260			_aOxfordshire : _bRoutledge, _cDecember 2002
520	3		_aThe main point about quality is that companies are obliged to satisfy monsters. This is a concept that the author introduced 15 years ago in order to introduce Total Quality in Italy. The monsters are our customers. Customers are always human beings, but we know only to well that we are never satisfied. The best solution is to love the monsters. As stories show, the bad monster will, if loved enough, turn into a handsome prince or beautiful princess. If we are to love the monster, to gain his or her trust and to find better ways in which to meet his or her needs, we must transform our company into a gymnasium. The brains and hearts of everyone who works in this company should be exercised in this gym. For the brains, we have to transform our athletes in little `scientists'. For the hearts we need to pass from the traditional method of personnel management, which might in general terms be described as one based on `control`, towards management based on `education'
773	0	8	_tTotal Quality Management _g13, 8, p. 1107-1113 _dOxfordshire : Routledge, December 2002 _xISSN 09544127 _w
942			_cS
998			_a20030131 _bLucima _cLucimara
998			_a20101029 _b1151^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c10784 _d10784
041			_aeng