ABSTRACT
In Organizational Behaviour and Analysis Rollinson draws on the work of many researchers who have studied leadership and cites a definition that is frequently used which is "the process whereby one individual influences other group members towards the attainment of defined group, or organizational goals". By using the term top management, ISO 9001 brings the actions and decisions of top management into the quality management system and makes them full partners in its success. Top management is a "person or group of people who directs and controls an organization at the highest level" (ISO 9000:2015). If the scope of the QMS is limited to a part of an organization, top management is the people who direct and control that part of the organization. Without leadership, the direction of an organization will be left to chance. Values are easily tested by examining actions and decisions and passing them through the set of values and establishing what they mean in practice.
