As the slowest group to accept the process, middle management is the weakest link in most quality management efforts. Special effort is required to assure them they have a role as important players.
They should have input to the statements that executive management prepare, and be included in all aspects of quality management planning and implementation. One way to assure their support is to assign them the task of determining their own role.
How to include middle management is an important consideration for executive management, because obtaining quality management support from first-line managers and employees is relatively easy.
The standard must be applied to management before it is deployed to the rest of the organization. Executive management must personally strive for perfection, measure progress, and recognize those who contribute to error-free performance. Employees strive to meet expectations established for them, and model their behavior after management’s actions.