Part 2The energy of change
Wouldn’t it be so much easier if they changed their habits?
A year after the launch of the ‘Quality First’ project, considerable efforts have been made to get all personnel working towards this priority. Another survey conducted among staff reveals a remarkable level of support: ‘Yes, quality is absolutely essential and we must all play our part.’ ‘It’s true that even in my department I know that I have a role to play, if only indirectly.’ ‘I’m sure that people are prouder working for a company that really wants to stand out from its competitors because of its high quality.’ The board has every reason to express its satisfaction.
Unfortunately, another survey, conducted among customers, reveals very different findings. ...
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