Asserts that although you cannot delegate quality, a large number of successful senior managers have achieved success through their ability to delegate, along with other important skills. Also, the commitment to quality cannot be delegated it has to be engendered by a personal commitment, for example, visible encouragement and positive role modelling. Discusses how senior management needs to develop the right organisation, and set clear goals and objectives. Advises senior managers on investing in training and building a team, while offering a leadership in TQM role model. Concludes by emphasising the role of the senior manager and his approach and commitment to quality, asserting that enlightened leadership leads to companywide improvement.
Managing Service Quality – Emerald Publishing
Published: Feb 1, 1991