3 Guest Editors: Beyond TQM
Kevin Dooley and Farzad Mahmoodi

5 ISO 9000 and Other Metastandards: Principles for Management Practice?
by Mustafa V. Uzumeri

16 Why Satisfied Customers Defect
by Thomas O. Jones and HI: Earl Sasser, Jr.

27 Business Process Redesign: An Overview
by Yogesh Malhotra

32 Turning New Product Development into a Continuous Learning Process
by G. David Hughes and Don C. Chafin

46 The New Industrial Engineering: Information Technology and Business Process Redesign
by Thomas H. Davenport and James E. Short

61 Incorporating the Tools of Creativity into Quality Management
by Paul E. Plsek

69 The Role of Statistical Thinking in Management
by Lynne B. Hare, Roger W. Hoerl, John D. Hromi: and Ronald D. Snee

78 Reengineering and Dumbsizing: Mismanagement of the Knowledge Resource
by Howard Eisenberg

87 Six Sigma and the Future of the Quality Profession
by Roger HI: Hoerl

95 Total Quality Management at Florida Power and Light Company: A Case Study
by Howard S. Gitlow and Elvira N. Loredo