Quality & Performance Excellence 6th Edition by James Evans

Exercise 15

John Young, former president and CEO of Hewlett-Packard, has summarized the role of the CEO in quality improvement in the following recommendations.
a. Dramatize the importance of quality to the organization.
b. Establish agreed-on measures of quality.
c. Set challenging and motivating goals.
d. Give people the resources and information needed to do the job.
e. Reward results.
f. Keep an attitude that high quality is not only desirable, but possible. How do these recommendations differ from those given in this chapter Are they really different or do they capture the same ideas in different words