Quality improvement is a strategic process which requires a breakthrough in the traditional resistance to change generally experienced in most companies. The management of quality improvement is in reality the management of organizational change. So how do organizations become aware that they need to change their approach, behaviour and attitudes to the issue of quality improvement? This paper discusses some possible quality improvement change agents, including: the Chief Executive; competition; demanding customers; a greenfield venture (which may be created artificially); and a restart situation. The case studies presented also outline the factors that contribute to the effectiveness of the change agents in specific situations.
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