Despite instituting quality management systems (QMSs) and having good compliance measures in place, many organizations still see their quality performance fall short of objectives-occasionally far short. In the search for improved performance, many organizations look for opportunities in various factors that affect performance outcomes, such as systems upgrades, new procedures and numerous checklists. Standard practice in quality management has long been focused on establishing good systems for quality, such as implementing ISO 9000 and other international and national quality standards. The problem is not that the policies, procedures and rules of quality management are undesirable or unnecessary but rather these initiatives do not guarantee or ensure the right behaviors are, or even can be, performed by employees.
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