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Title: Best practice cases: leadership and quality culture-[Text]

Notes: Deming has emphasised that to become a quality-focused organisation, senior management has to first create a quality culture that is based on quality values comprising customer satisfaction, quality commitment, employee empowerment and involvement, and continuous improvement. The process begins with the management`s own commitment to quality, followed by the articulation of a clear corporate philosophy and vision incorporating the quality values. Senior executives are regarded as the drivers of this process as their beliefs, values and assumptions provide a visible and articulated model of how the organization should be structured and how it should function. Through their leadership, these beliefs, values and assumptions are put into practice, become embedded and then reinforced. This publication features three organizations reputed for their emphasis on leadership and quality culture.

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