1. What are the most important steps an organization must follow to implement a quality program? How does the role of management affect implementation? 2. How does a formalized quality program create a competitive advantage for an organization? How would you recommend an organization overcome resistance to change when implementing such a plan? 3. changes would you make to improve the quality in your department or organization?

1. What are the most important steps an organization must follow to implement a quality program? How does the role of management affect implementation?

2. How does a formalized quality program create a competitive advantage for an organization? How would you recommend an organization overcome resistance to change when implementing such a plan?

3. changes would you make to improve the quality in your department or organization?