It’s a rare company that doesn’t want to implement a better quality system, resulting in performance excellence for their company, employees, customers and stockholders. However, the pursuit of quality is easier said than done.

The issue of implementing a lasting, meaningful quality transition is so important that I wanted to continue this discussion from last month.

Quality doesn’t just happen. It doesn’t come as a result of just the corner office, but of countless people in the organization. Achievement of a robust quality culture is an outcome of the combined efforts of the minds and hearts of everyone working together toward a common cause.

Certainly, quality professionals play an important role in their organization’s pursuit of improvement and customer satisfaction. However, managers must ‘walk the talk’ in pursuit of customer satisfaction.