1. What are some thoughts and observations about important factors that make implementing TQM successful.
2. Where does this culture change initiative belong on the “depth” scale in figure 5.1, between shallow and deep change? In your judgement, would a different emphasis across the seven factors of that framework have produced deeper change, with better results, and how?
3. What are some of the tools (software apps and templates) and techniques (procedures) that are typically used by the PMO office to implement IT governance?