1001 Ways to Reward Employees
Nelson, Bob. 1994
ISBN 1-56305-339-X

A Whack on the Side of the Head Subtitle: How You Can Be More Creative
Von Oech, Roger. Revised Edition, 1998 Warner Books Inc., New York. Softcover.
ISBN 0446674559

A World of Quality: The Timeless Passport
Palermo, Richard C. and Palermo, Gregory H. 1993, Xerox Quality Solutions
ISBN 0-87389-290-9

Baldrige Award Winning Quality Subtitle: How to Interpret the Baldrige Criteria for Performance Excellence. Eleventh edition.
Brown, Mark Graham. 2001, Productivity Press Inc., Portland Oregon. Softcover
ISBN 1-56327-254-7

This book clarifies and interprets the 2001 Baldrige criteria, illustrating and detailing every category, examination and area to address. It highlights key relationships among the criteria that show how to develop short-term and long-term plans to achieve award-winning levels of quality. It identifies each phase of a site visit, what the Baldrige examiner looks for and also explains how the scoring system operates, how to prepare your application and more.

Benchmarking Subtitle: The Search for Industry Best Practices that Lead to Superior Performance.
Camp, Robert C. 1989, ASQ Quality Press
ISBN 0-87389-058-2

Beyond the Wall of Resistance Subtitle: Unconventional Strategies that Build Support for Change.
Maurer, Rick. 1996 Bard Books Inc., Austin TX
ISBN 1-885167-07-5

Communicating Change Subtitle: Winning Employee Support for New Business Goals.
Larkin, T.J. and Larkin, Sandar. 1994 McGraw-Hill Ryerson Limited.
ISBN 0070364524

Any time your organization decides to make a major change - whether it's a new emphasis on customer service, quality management, restructuring, or downsizing - your job is to get the message through to your employees, and enlist their support and co-operation. This explains how to implement important changes and make them work. This is not a theoretical book. Packed with checklists, sample communications, diagrams, surveys, step-by-step guidance, this book evaluates the real-life communication successes and failures experienced by many multinational corporations including: General Motors, Polaroid, Xerox, Hewlett-Packard, British Telecom, GE, and IBM.

Completeness: Quality for the 21st Century
Crosby, Philip B. Penguin Group Softcover
ISBN 0-525-93475-8

Cracking Creativity
Michalko, Michael. Ten Speed Press, Berkeley, CA
ISBN 0-87815-913-X

Creative Whack Pack
Von Oech, Roger. 1990 US Games Systems Inc.
ISBN 0880793589 (Cards for enabling creative ideas.)

Creativity in Business
Ray, Michael and Myers, Rochelle. Doubleday.
ISBN 0-385-24851-2

Criteria for Performance Excellence - 2001
National Institute for Standards and Technology, Gaithersburg, MD. Softcover.

This is the official publication of the Baldrige National Quality Program, describing the Criteria for Performance excellence. Separate booklets under this title are available to describe the criteria for business, education or health care. Individual copies of each booklet are available free of charge from the National Institute for Standards and Technology (NIST) at the U.S. Department of Commerce (301) 975-2036, email nqp@nist.gov

Delivering Quality Service Subtitle: Balancing Customer Perceptions and Expectations.
Zeithaml, Valarie, Parasuraman, A. and Berry, Leonard L. 1990 The Free Press
ISBN 0-02-935701-2

Facilitation at a Glance
Bens, Ingrid. 1999 GOAL/QPC Softcover, Pocket Guide
ISBN 1-890416-05-3

Firing on All Cylinders Subtitle: The Service/Quality System for High-Powered Corporate Performance.
Clemmer, Jim, with Sheehy, Barry and Achieve International and Zenger-Miller Associates. Second Edition. 1992
ISBN 0-7715-9166-7

Guide to Quality Control
Ishikawa, Kaoru. UNIPUB Quality Resources
ISBN 92-833-1036-5

Improving Performance Subtitle: How to Manage the White Space on the Organization Chart.
Rummler, Geary A. and Brache, Alan P. 1995 Jossey-Bass Publishers.
ISBN 0787900907

In this revised and expanded edition, the authors offer a practical, experience-based guide to managing organizations as systems and improving the processes that form a link between organization strategy and the individual. Includes multiple charts, checklists, hands-on tools and case studies.

Insights to Performance Excellence 2001 Subtitle: An Inside Look at the 2001 Baldrige Award Criteria.
Blazey, Mark L. 2001 ASQ Quality Press. Softcover.
ISBN 0-87389-497-9

Juran on Leadership for Quality Subtitle: An Executive Handbook.
Juran, Joseph M. 1989 Juran Institute Inc.
ISBN 0-02-916682-9

Juran: A Lifetime of Influence
Butman, John. 1997
ISBN 0-471-17210-3

Kaizen, The Key to Japan's Competitive Success
Imai, Masaaki. First Edition. 1986 The KAIZEN Institute Ltd.
ISBN 0-394-55186-9

Leading Teams Subtitle: Mastering The New Role.
Zenger, John H., Musselwhite, Ed, Hurson, Kathleen and Perrin, Craig. 1994 Zenger-Miller Inc.
ISBN 1-55623-894-0

Leading the Revolution
Hamel, Gary. 2000 Harvard Business School Press, Boston, MA.
ISBN 1578511895

Key theme is that to be successful and create wealth in this increasingly non-linear world, we must adopt non-linear ideas. Non-linear innovation requires an organization to escape the shackles of precedent and imagine entirely novel solutions to customer needs.

Make Success Measurable! Subtitle: A Mindbook-Workbook for Setting Goals and Taking Action.
Smith, Douglas K. 1999 John Wiley & Sons, New York.
ISBN 0-471-29559-0

Management for Quality Improvement Subtitle: The 7 New QC Tools.
Mizuno, Shigeru. 1988 Productivity Press Inc.
ISBN 0-915299-29-1

Managing Customer Value Subtitle: Creating Quality and Service that Customers Can See.
Gale, Bradley T. 1994 The Free Press.
ISBN 0-02-911045-9

Managing Quality Through Teams
Miller, Lawrence M. and Howard, Jennifer. Miller Consulting Group.
ISBN 0-9629679-1-2

Mentoring Subtitle: The TAO of Giving and Receiving Wisdom.
Huang, Chungliang Al and Lynch, Jerry. 1995 Harper, San Francisco.
ISBN 0-06-251250-1

Mining Group Gold Subtitle: How to Cash in on the Collaborative Brain Power of a Group.
Kayser, Thomas A. 1990 Serif Publishing, El Segundo, CA. Softcover.
ISBN 1-878567-02-0

Practice What You Preach Subtitle: What Managers Must Do to Create a High Achievement Culture.
Maister, David H. 2001 The Free Press, New York.
ISBN 0-7432-1187-1

Based on a survey of 29 professional service firms in 15 countries and 15 different lines of business, this book demonstrates that firms that are perceived by their employees to actually practice what they peach are more financially successful than their competitors. Further, the author shows that high levels of employee commitment and dedication "cause (yes, cause) a demonstrable, measurable improvement in financial performance." The author contends that the key to success is not the systems of the firm, but the character and skills of the individual manager.

Sacred Cows Make the Best Burgers
Kriegel, Robert. Warner Books
ISBN 0-446-67260-2

Taking Charge of Change Subtitle: 10 Principles for Managing People and Performance.
Smith, Douglas K. 1996 Addison-Wesley, Reading MA. Softcover.
ISBN 0-201-48408-0

Team Power
Kayser, Thomas A. Irwin Professional Publishing.
ISBN 0-7863-0302-6

Teams at the Top Subtitle: Unleashing the Potential of Both Teams and Individual Leaders.
Katzenbach, Jon R. 1998 Harvard Business School Press, Boston, MA.
ISBN 0-87584-789-7

Team Zebra Subtitle: How 1500 Partners Revitalized Eastman Kodak's Black & White Film-Making Flow.
Frangos, Stephen J., with Bennett, Steven J. 1993
ISBN 0-939246-38-43

The Art of Systems Thinking
O'Connor, Joseph and McDermott, Ian. Thorsons.
ISBN 0-7225-3442-6

The Art of the Focused Conversation
ICA Canada.
ISBN 0-921690-57-6

The Balanced Scorecard Subtitle: Translating Strategy Into Action.
Kaplan, Robert S. and Norton, David P. 1996 Harvard Business School Press, Boston, MA.
ISBN 0-875843-651-3

The Change Agent's Handbook Subtitle: A Survival Guide for Quality Improvement.
Hutton, David W. 1994 ASQ Quality Press.
ISBN 0-87389-287-9

The Dance of Change
Senge, Peter M. Doubleday.
ISBN 0-385-49322-3

The Deming Management Method
Walton, Mary. 1986 Perigree Books, New York. Softcover.
ISBN 0-399-55000-3

The Fifth Discipline Subtitle: The Art and Practice of the Learning Organization. Senge, Peter M. 1990 Doubleday Currency, New York.
ISBN 0-385-26094-6

The Fifth Discipline Fieldbook Subtitle: Strategies and Tools for Building a Learning Organization.
Senge, Peter M., Kleiner, Art, Roberts, Charlotte, Ross, Richard B. and Smith, Bryan J. 1994 Doubleday Currency, New York. Softcover.
ISBN 0-385-47256-0

The Guru Guide
Boyett, Joseph and Boyett, Jimmie. John Wiley & Sons.
ISBN 0-471-18242-7

The Innovator's Dilemna
Christensen, Clayton M. 1997 Harvard Business School Press, Boston, MA.
ISBN 0875845851

This book takes the radical position that great companies fail because they do everything RIGHT.

The Leader's Change Handbook Subtitle: An Essential Guide to Setting Direction and Taking Action. Ed. Conger, Jay A., Spreitzer, Gretchen M. and Lawler, Edward E. III. 1999 Jossey-Bass, San Francisco.
ISBN 0-7879-4351-7

The Leadership Engine Subtitle: How Winning Companies Build Leaders at Every Level.
Tichy, Noel M., with Cohen, Eli. 1997 Harper Business, New York.
ISBN 0-88730-793-0

The Memory Jogger II
Brassard, Michael and Ritter, Diane. 1994 GOAL/QPC, Salem, NH. Softcover, Pocket Guide.
ISBN 1-879364-44-1

The Memory Jogger was first written, edited and produced in 1985 by Michael Brassard and Diane Ritter of GOAL/QPC. They have, in the name of continuous improvement, worked together again in substantially revising the original tools and writing new material to create a more readable, user-friendly and comprehensive reference manual. The Memory Jogger II now includes the Seven Quality Control Tools, the Seven Management and Planning Tools and a problem-solving case study example.

The Memory Jogger Plus Subtitle: Features the Seven Management and Planning Tools.
Brassard, Michael. 1989 GOAL/QPC, Methuen, MA. Softcover.
ISBN 1-879364-02-6

The Myth of Excellence Subtitle: Why Great Companies Never Try to Be the Best at Everything.
Crawford, Fred and Mathews, Ryan. 2001. Crown Business, New York.
ISBN 0-609-60820-7

While not covering all seven of the Excellence categories, this book does explore in depth how companies can understand and deliver what customers truly want. It contends that customers are fed up with companies' claims of "excellence" and are actually demanding recognition, respect, trust, fairness and honesty. The authors state that it is wrong for a company to try to be great at all of the components of a commercial transaction: price, product, access, experience and service. Instead, they argue that a company should aim to dominate in one of these components, differentiate on another and be at the industry average on the other three.

The PIMS Principles Subtitle: Linking Strategy to Performance.
Buzzell, Robert D. and Gale, Bradley T. 1987 The Free Press.
ISBN 0-02-904430-8

The Skilled Facilitator
Schwarz, Roger. Jossey-Bass.
ISBN 1-55542-638-7

The Team Handbook Subtitle: How to Use Teams to Improve Quality.
Scholtes, Peter R. 1988 Joiner Associates, Inc., Madison WI. Softcover.
ISBN 0-9622264-0-8

The Wow Factory Subtitle: Creating a Customer Focus Revolution in Your Business.
Levesque, Paul. 1995
ISBN 0-7863-0386-7

ThinkPak
Michalko, Michael. Ten Speed Press, Berkeley, CA. (Cards to help with Brainstorming)

Total Customer Service: The Ultimate Weapon
Davidow, William H. and Uttal, Bro. 1989.
ISBN 0-06-016180-9

Total Quality Management Subtitle: Strategies and Techniques Proven at Today's Most Successful Companies.
Weimerskirch, Arnold and George, Stephen. 1994. John Wiley and Sons, Portable MBA Series.
ISBN 047-1595381

This book offers insider profiles of management processes in all facets of a company's structure, based on information from 51 of North America's top performers from a range of industries. In this second edition, the authors also provide an outline of the Baldrige Award's standards and criteria.

Working With Emotional Intelligence
Goleman, Daniel. Bantam.
ISBN 0-553-10462-4