Reporting to the owners

Discusses top management′s response to a recent survey which shows that shareholders are not being informed of the cost of quality. Reveals the most important qualitative area shown by the survey is the need to meet customer requirements. Considers attitudes to quality cost. Concludes that managing service quality is the primary task of top management who, in turn, takes its lead from the chairman and/or chief executive of the company. Asserts that no more than a quarter of top companies are pursuing efforts to improve service quality to their customers.