Volume 5 · Issue 7 · July 2000
The Power of the Quality Policy to Maximize Benefits
Ira Epstein of Value Management Associates writes that some
organizations see the quality policy as a qualitative guiding
light in the sky that they should strive to achieve, but with
only limited effort by the organizational whole. He notes
that the more successful organizations appreciate the significance
of this requirement and have been able to reap its great rewards.
With an in-depth look at defining customer satisfaction
in measurable terms and at implementing the policy in a stable
manner, Epstein discusses the challenge of turning policy
into reality in an efficient, aligned and managed way.