Paragraph 5 Management Responsibility

In relating these quality problems to management’s responsibility for an organization’s assets, Juran goes on to echo Crosby in identifying the costs of poor quality-resources expended to redo things that went wrong because of poor quality-as 20 to 40 percent of sales.*

Watts Humphrey, in

Managing

the

Software

Process

, identifies six basic principles for process change. The first principle is “senior management leadership is required to launch the change effort and to provide continuing resources and priority.”