Addressing their unique issues and concerns and "speaking their language," Biech gives trainers the formation, methods, and aspiration they need to institute TQM and spread it throughout the organisation. She builds the book around principles of TQM as a powerful customer-oriented, quality-focused, process-oriented, fact-based, team-driven philosophy. How-to guidance is combined with valuable discussions of how each fits into the big picture. In addition to ready-to-use forms and plans, Bisch presents motivating examples of real-life TQM successes in the training area.