Quality needs to be implemented in a holistic way across all levels of the organization in letter and spirit. However, inspite of institutionalizing processes it is the people who run the processes. Thus it is imperative to identify leaders or to say leaders who understand and implement quality at their own hierarchy level. I agree with the authors that it is important to first cultivate a quality attitude amongst the team, thus the training of quality is a very delicate matter. Secondly the authors have rightly pointed out that it is the top level management needs to be groomed first because they knowingly or unknowningly create the biggest hurdle for quality establishment. An organization which has not implemented the concepts of quality will always face a hate-change mindset when quality concepts are brought in. The people of such an organization will resist even the slightest imposition of mandatory quality processes (which they are supposed to do by default). However once this challange is surpassed establishment of prevention as a quality approach will certainly happen. The quality concepts of Quality Guru Philip Crosby certainly identify with the views of these authors.
