It is upper management's responsibility to carry out these steps. This is accomplished through employee and customer contact as well as feedback. Total involvement is the key. So many people attempt to fill this leadership role with little success. Even though the leader is responsible for each of these steps, it is imperative that the people be involved along the way.
Communication is also a very important item to remember.
Lack of communication can cause many hang-ups and may become detrimental the TQM process. Communication ensures that both employees and management are kept informed of events that are occurring in the work environment. It also allows for ideas to flow constantly from management to employees and visa versa. Empowerment is key in executing all of these steps. The involvement of people along the way ensures the best possible outcome.