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摘要

Whenever there is a successful improvement initiative we applaud the commitment and drive of the senior management team. Conversely, failure, is too frequently blamed on its lack of commitment. It has -become an axiom of many quality professionals, so much so that we have written it into our flagship standard ISO 9001: 'Top management shall provide evidence of its commitment.' And yet it is difficult to find senior managers who do not want their organisations to provide high quality goods or services.