1. Chapter 2 Leadership The most important and critical issue for quality system success.

2. Why need good leaders for total quality management system?

3. What makes a good leader/leadership? Vision Cohesion, synergy and collaboration Empower people Core values Shared values Ethics Proactive and problem prevention Communications

4. What leadership? (Core Values) Customer-driven quality Continuous improvement Human assets Prompt responses Upstream efforts Long term planning Objective decision making Partnership Responsibility and citizenship Results focus

5. Shared Values Truth and Honesty Trust Unselfishness Receptive Personal risks Credits to others Integrity Considerate to others

6. Leaders don't create followers, they create more leaders. Tom Peters in "Fast Company"

7. Vision Statement Declaration Realistic picture Concise

8. Mission Statement Who we are? Who are the customers? What we do? How we do it?

9. Quality Policy Statement A general guide for everyone Approved by the CEO Awareness and implemented by everyone Required by ISO/QS 9000 standards for quality systems.