In any personal experience or a real-life story found on the Internet, discuss senior management's role in successful quality improvement programs.
In general, what is senior management's specific role in these large-scale strategic quality programs? Cheerleader? Role model? Decision maker? Resource provider? What else?
Why must firms adopt the roles that you identified? What would happen if they did not fill those roles
How should senior and middle management derive the metrics that they want to use to both monitor and communicate performance?