From the foreword by Tom Peters: "This is a remarkable tale. IBM had an amazing success with its AS/400 mid-range family of computers. So? The 'so' is revolution and transformation—fast, no less. Disarray is too kind a word for IBM's position in the growing important mid-range computer business in 1986. Competitors were attacking from every point on the compass. IBM Rochester didn't even know how to measure market share. Twenty-eight months later, the Rochester, MN development lab was the talk of IBM. Two years later, the same group added the Baldrige quality prize to impressive gains in market share and profitability."
The authors discuss the ten management principles, which can be applied to any product in any market, behind this remarkable success. The book is an easy-to-read, how-it-actually-happened account of a painful, but successful, reorientation to quality.