Quality can be instilled as part of an organization’s culture by

• having committed and consistent top manage¬ ment leadership.

• developing an esprit de coips among all em¬ ployees so that they are eager to meet and ex¬ ceed customer expectations.

• making certain that a work environment is pro¬ vided in which employees know that the com¬ pany cares about and will reward efforts to achieve high quality.

• empowering employees.

• providing job and quality training.

• encouraging the pursuit of quality awards. LO.1