Excellence through people

Asserts TQ is ostensibly about creating a culture. Outlines the steps required for culture change. Contends culture change rests on changing the nature of relationships within the company so that everyone is “empowered” to promote improvement. Asserts it is a long‐term competitive strategy. Describes how it is based on changing the style of how people are managed and developed and a shift in value systems evidenced by actions not words. Recognizes the need to change. Emphasises the importance of leading through example. Contends senior management teams have to be committed to the initiative. Describes the action plan for change. Concludes that the company is a better place to be but, more importantly it will be a better place to be in the future.