Quality is the major topic in international industry today, and its importance will increase in the 1990s. Making Quality Happen presents a common sense, step-by-step approach for implementing a Quality Improvement Process in any type of organization. The book utilizes 'Quality' as the strategic weapon that will help an organization achieve its overall objective by improving the organization's customer impact, reducing its cost structure, increasing its competitive market share, and maximizing its employee productivity. Importantly, the Quality Improvement Process detailed by McNealy makes Quality an integral part of any organization, and not an added or extraneous feature. Making Quality Happen is targeted at a broad audience of managers in all types of organizations around the world. The concepts and recommended actions expounded are directly applicable to, and have been implemented successfully in, large and small organizations in the public, private and non-profit sectors. This is a 'hands-on', action-oriented, instructive guide to implementing a Quality Improvement Effort. It is not a theoretical, overly technical, or academic treatise. Rather, it is a proven recipe for winning the Quality revolution.