Week 2: The Role of Leadership (300–400 words)

    • 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?