Your Customers' Perception of Quality

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4

Garnering Support and

Gaining Endorsement

Survival depends on one’s own actions; the opportunity to triumph depends

on the actions of others.

—Sun Tzu

GOALS OF THIS CHAPTER

Before any major project can begin, it must have sponsorship. This

chapter discusses the role of the sponsor and the steering committee,

and presents specific ideas on how to select the sponsor and steer-

ing team members. It discusses in detail the kind of information that

sponsors and steering teams need to be convinced of the validity of the

proposed initiative.

Obtaining approval for a customers’ perception of quality initiative may

be challenging, ...