KEYS TO TOTAL QUALITY, Stephen R. Covey
The key to a total quality company is a total quality person who knows how to program and use a compass. I’ve always liked the expression, “If it’s going to be, it’s up to me.” In reality, you and me are the keys to total quality. It’s what I call an inside-out approach to quality, and it’s a cure for the cynicism that often comes with “yet another program.”
As Donald L. Kanter and Philip H. Mirvis write in The Cynical Americans: Many companies undertook programs in hopes of gaining a quick fix for productivity, quality and morale problems. Such innovations were marked by fads and easily recognized as a sham. Cynics aptly called this the “program of the month” approach to change.