Responsibility for achieving quality dependent on managers - not workers. TQM tools 1. Accurate measurement - measurement is critical variable, measure by fact, collect all kinds of customer satisfaction data 3. Commitment to continuous improvement - continuous process, not quick fix. Develop whole new paradigm - trust, team work, empowerment of employees.
Empowerment means decision making at lowest level of organization is supported.
Empowerment is not threatening to middle managers - actually makes their jobs easier.