ABSTRACT
This chapter considers the evolutionary process toward development of an awareness about organizational cultural change, or what Jim Franklin calls 'transformational' practice. The reason for assertion is that we all value quality performance very highly, and as soon as a problem is manifested – or at least apparent to management — it tends to be addressed and resolved. Under an ISO 9001 system, the self-discovery process is called internal auditing, but this refers to the more formal process of assessing how the quality system is working. Quality management relies on the establishment of business goals and objectives, which are part of the outcome of the process of business planning. Although the business plan itself is not part of a quality management system, there is a close relationship between the business planning process and quality management. All quality audits are formal affairs, and must be conducted with objectivity and impartiality.
