ABSTRACT
Introducing a quality process successfully will change any organization forever. The senior management of that organization made the conscious decision to pursue the goal of becoming a quality organization. A better understanding of the dynamics of a workplace leads inevitably to a better understanding of how to maintain a vital quality process. For one thing, involvement in a quality process can be a source of joy for employees. Once customers are accustomed to receiving quality goods and/or services, they will turn to another provider rather than accept less. A quality process forces recognition that the intellectual capability to improve the organization is already there, resident on the payroll. The basic building blocks of quality and the basic building block of creativity are the same. In creativity as in quality, an innovator must have a clear vision, technical capability, courage and drive.
