CEO’s role... Develop a consensus among the top management team members regarding where they want to go in the long term and how they can get there. The quality journey should be the integral part of a broader vision. Oversee the development of the detailed plan for the journey, including tangible objectives for every member of the top management team.

CEO’s role... Play an active part in communicating the plan throughout the organization, and monitor understanding and reactions. Review progress by against the plan at regular intervals and hold members of the management team accountable for their commitments. Do regular PDCA.

CEO’s role... Analyze outcomes with a view to understanding the cause and effect relationships between the actions planned and the results. Identify and recognize valiant efforts as well as successes both formally and informally. Establish cooperation and teamwork among top management as the normal mode of operation.

CEO’s role... Sponsor the continuing education and development of the top management team. Typical issues might be participative management, process improvement, use of planning tools and TQM. Act as a role model for attitude and behavior, take a personal interest in progress at the grass root level and maintain direct personal contact with customers.

CEO’s role... After allowing a reasonable time for learning and adjustment, take firm action to minimize the negative impact of senior people who will not or can not buy the change process.