Quality is the major topic in international industry today and its importance should increase in the 1990s. This book presents a step-by-step approach for implementing a quality improvement process in any type of organization. Making Quality Happen utilizes quality as the strategic weapon that should help an organization achieve its overall objective by improving the organization's customer impact, reducing its cost structure, increasing its competative market share and maximizing its employee productivity. The quality improvement process detailed by NcNealy should make quality and integral part of any organization, and not an added or extraneous feature.