chapter  3
16 Pages

Leadership and commitment

The total quality management (TQM) approach ‘What is quality management?’ Something that is best left to the experts is often the answer to this question. But this is avoiding the issue, because it allows executives and managers to opt out. Quality is too important to leave to the so-called ‘quality professionals’; it cannot be achieved on a company-wide basis if it is left to the experts. Equally dangerous, however, are the uninformed who try to follow their natural instincts because they ‘know what quality is when they see it’. Usually this belies a narrow product quality focus and can only yield limited benefits. This type of intuitive approach can lead to serious attitude problems, which do no more than reflect the understanding and knowledge of quality that are present in an organization.