Usman is CEO of Ibex Inc. has some low performing employees that cannot effectively deliver

for the organization. Sara his HR office referred to Patty Mc Cord's article "How Netflix reinvented HR"

published in Harvard Business Review stated follow the same strategy. Usman was very scared to fire

employees as it would create negative marketing in the press. Sara approached you to help her prepare a

conceptual model considering total quality management concepts to make Usman understand how leaders

should act in such situations. Reflect on your approach to create a total quality environment.