The quality revolution -- and how to be a winner in the battle zones ahead -- Develop a focus -- know where you're going, and then sound the drums -- Identify your customers' needs -- find out what they really want -- Design the organization structure -- simply and cost-effectively -- Train the personnel -- with simple, practical, profitable tools -- Give and get feedback -- easily and effectively -- Provide recognition and rewards -- let your associates know you care -- Maintain continuous improvement -- don't ever stop getting better!