ABSTRACT
Most organisations aim to be successful and to build a reputation for excellence in their chosen sphere of activity. This desire for excellence is found in commercial organisations as well as in public organisations and charities. It has been recognised that a total quality approach in organisations has led to improvements in innovation, the delivery of services and value for money resulting in significant benefits for organisations (Deming, 1982). However there has been less emphasis on a total quality approach being used to create excellence in organisational environments or cultures. This total quality approach recognises, values and respects the unique contributions of each of its employees and stakeholders. Achieving world class performance in terms of respectful attitudes and behaviours does not happen by chance but requires an active process involving the participation of everyone in the organisation from the chief executive to the most junior worker (Kano, 1993). The process of building a culture of respect although often difficult and frustrating is always worthwhile and rewarding.
