ABSTRACT
Every venture has a fundamental reliance on human input for control and development, no matter to what extent it is automated and its products or services are believed guaranteed by the excellence of its technical artefacts. If there is an aim to create a quality organization, then it is vital that the people, whether they are relatively unskilled workers or highly qualified experts in a consultancy or research organization, are committed to that aim. This cannot be achieved if they are excluded from the development and decision processes of the organization or its quality programme. They may tolerate the programme or accept it at a superficial level, but they will not take ownership of it, regard it as their own and drive it forward. A programme for quality which is not actively supported at every level in the organization will fail.
