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- In any personal experience or a real-life story found on the Internet, discuss senior management’s role in successful quality improvement programs.
- In general, what is senior management’s specific role in these large-scale strategic quality programs? Cheerleader? Role model? Decision maker? Resource provider? What else?
- Why must firms adopt the roles that you identified? What would happen if they did not fill those roles
- How should senior and middle management derive the metrics that they want to use to both monitor and communicate performance?