Ask any business executive whether quality is important, and you’re likely to get a very quick response: “Absolutely, it’s one of our top priorities.” But the true measure of management’s commitment to quality rests upon their action, not their words. To be sure, the words are still very important; building a culture of quality requires top leaders to consistently articulate its position as a top priority for the organization. But those words must be combined with the right actions to drive a crystal-clear awareness that quality should drive people’s behaviors and decisions in the workplace every day.
