ABSTRACT
Have you ever heard management say, “We need to improve quality”? Everyone talks about it, but few seem to understand it. E¢orts to achieve quality normally start in upper management because of goals, issues, or problems that are occurring within the organization. But as the directive is passed down through the levels of management, nobody really understands how to accomplish this. œis was probably one of the hardest things for me to understand. It took several years of reading books, attending seminars, and analyzing personal experiences before I began to grasp the concept of quality and to understand enough to make changes to improve the process.
