affairs related to quality issues in the
establishment as a whole.
Representatives from all the departments
should be the members of the quality
improvement team. These should be
people who can speak for their
departments to commit operations to
actions. Preferably, the department heads
should participate at least on the first go
around. Crosby (1979) suggested that
members of team be provided
orientation of the content and purpose of
the program. Their roles should be
explained, which are to cause the
necessary actions to take place in their
departments and the company. All the
tools necessary to do the job will be
together in one team. It works well to
appoint one of the members as the chair
of the team for this phase.