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Combining the control theory of William Glasser with the wisdom of W. Edwards Deming, this indispensable management resource explains both what quality is and what lead-managers need to do to achieve it. A new management approach that will lead to success. He shows that only if American management gives up its traditional ways of dealing with and motivating employees and substitutes for it a noncoercive approach, can it achieve the quality and efficiency to be competitive on a world scale