The Internal Change Agent

Discusses who should be the right person to direct a TQM implementation programme. Provides the answer based on experience in helping organisations plan and introduce total quality initiatives. Asserts that what is required is a leader who can create change, force issues when necessary, and make things happen. Discusses total quality from a number of managerial perspectives. Concludes by considering the need to recognise that mistakes can be made and that change is a learning process. Asserts that standing back and examining the operational issues and learning from the experience of others prevents problems arising and facilitates smooth transition to TQM.