TQM: Business at its best

"You manage things, and you lead people. " In a way, Grace Hopper' words are a formula for success in Total Quality Management, for she has offered equal but different approaches to things and people. Things can be manipulated, quantified, measured, and calculated, people cannot. By distinguishing between managing and leading, Hopper has given us to understand clearly that you cannot lead things or manage people - she's right. Hopper's insight is universal and we are …

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