ABSTRACT
The majority of the people and units within an organization reach the phase, a company’s quality process can be considered mature. Quality and customer service are intermarried concepts. Poor quality—as measured by repair, rework, lost sales, and so on—is said to cost American business billions of dollars annually. Communications is the key to a good, solid, long-lasting, quality customer-service process. It becomes a major characteristic of an organization as the process takes hold and becomes part of the corporate culture. Encouraging employees throughout the organization to practice leadership behavior is the hallmark of an active quality process. No matter how well-defined a quality process is, or how deeply committed a senior management team, organizations are made up of individuals who must each make personal commitments if the quality effort is to succeed. Fortunately, in most workplaces there are optimists who see quality as a way to control their day-to-day activities.
