Part I: the message. Evolution of the quality concept
How do we control our processes?
Which processes are involved?
Who is responsible for the right quality?
Relations in the enterprise
Who is Mr X, or the hunt for an elusive function
The consequences of Taylorism
Where does the profit come from?
How to make the policy work
Do we after all need a quality manager?
Part II: some management tools. The art of specification
Priority to motivation or to organization?
