They will reinvent themselves and their processes on the fly . Leaders will forever relinquish their need to control a business believed to act like a machine and begin to shepherd the interactions which must occur between the people of their organizations to meet the increased demands from their customers. Quality, defined by leadership actions which limit it to a quality manual, ISO certification and problem solving is dead. Actually, it s never fully been alive but rather on life support with Quality Assurance people and managers hammering on its chest and resusitating it at regular intervals. Quality, as defined by a corporate lifestyle change which regularly interfaces with customers, improves the capability of its products and services to meet customer s requirements, and reinvents itself, as a living organism does, to its rapidly changing environment, will thrive in the 21st century.
Success is never final.