ABSTRACT
The need for top management to display leadership in setting the climate and culture for total quality management (TQM) was outlined in Chapter 2. Climate and culture, however, are not enough. It is unlikely that exhortations and slogans will be effective unless accompanied by action planning and implementation. A statement such as “We Are the Quality Company” convinces no one-not the employees and not the customers. The company should be organized for quality assurance in the context of modem quality management.
