Your Customers' Perception of Quality

166  •  Your Customers' Perception of Quality

transformation program where late adopters are watching how the early

adopters fare. A leap of faith by leaders is called for as the environment

embraces a suite of new conditions, attitudes, behaviors, and actions to

weave a quality system modeled on customers’ perception into the fabric

of the organization.

Lack of Corporate Objectives, Strategies,

Policies, and Business Direction

In most organizations, executive leadership sets goals and strategies, approves

initiatives, and holds project teams accountable for measures. Characteristics

of such a command-and-control environment typically include a top-down

prescriptive model with rigid structures and project teams that are more

directed and less ...