Publisher's Synopsis
In a global market, quality is your most powerful sales tool - and quality is a lot more than just doing what the customer requested. Developing and delivering quality is a cultural shift in many organisations, moving from the traditional authoritarian hierarchy and requires more than lip-service to empowerment. With inspiration coming from a half-century of global business experience as well as the worlds of science, arts and philosophy, this book defines a process to a pattern-based management approach. The result is a structure and focus that is well documented and communicated, accepted and supported by all staff members, and that removes the barriers that would stop team members from being able to take pride in their work and the organisation results.
