Sustaining a quality initiative

What are the most important factors to consider when introducing a quality initiative? Should you focus upon process and people in equal measures? And how could you ensure that this program is sustained on an ongoing basis? It is widely accepted that there is more to implementing TQM than simply reworking a few processes and advising employees of your intentions. Organizations must cultivate the right mindset throughout their workforce and ensure that this mode of thinking is promoted on a continual basis. In short, culture and leadership are crucial. This has been well documented as far back as 1951, yet there has been little empirical research to measure just how big a role these two elements play.