Since its founding in 1893 as a manufacturer of farm machinery, Maytag has maintained a reputation for dependability. On the occasion of the firm's 100th anniversary in 1993, this book offers the behind-the-scenes story of this American company, that has developed into an international concern. Readers will learn valuable lessons on total quality control that cut across all levels of labour and management, using Baldridge criteria to evaluate and measure the financial benefits of a quality-first, customer-driven strategy. Comprising prescriptive management techniques for today's forward-thinking firms, the book shows how to instill employee commitment, preserve quality through technological change, and promote values and vision throughout the organization.