From quality to excellence in the 21st century

Abstract

In private and public sector organizations the world over, the pace of change continues to accelerate as they face the challenge of increasing competition and the demands for improved performance. Quality professionals must be in the vanguard of helping organizations increase competitiveness but they will be listened to only if they communicate what they offer in clear terms that managers and employees can identify with. Improving Performance through good Planning, better Processes and full involvement of the People should be the focus for quality professionals in the 21st Century. They will need to help develop the Commitment needed, provide essential Communication and change the Culture in many organizations for this to become a reality. A new model is presented here, based on many man-years of research, executive management development and case study experience.

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