Senior managers need to be able to hold a reasonably informed discussion with subordinates about the topic of quality. The concept is, however, valid and powerful. The trick is to have a consistent definition that everyone understands and agrees to. Then tell us. That requires trust based on a knowledge of the training and skills of the individuals and a belief in their basic motivation to continually improve the company.
Quality is for leaders.
Leaders have the self-confidence necessary to trust. He is now chief quality officer for UICI, a diverse financial services corporation headquartered in the Dallas, Texas, area. Copyright 2000 QCI International. All rights reserved.