Whereas total quality may draw on reliability engineering or just-in-time management, total quality improvement can be successful only when employees have the skills and authority to respond to customer needs. Total quality has direct and important effects on the behavior of employees at all levels in the organization, not just on employees working directly with customers. Chief executives can advance total quality by engaging in participative management, being willing to change everything, focusing quality efforts on customer service (not cost cutting) including quality as a criterion in reward systems, improving the flow of information regarding quality-improvement successes of failures, and being actively and personally involved in quality efforts. While serving as chairman of Motorola, George Fisher, emphasized the behavioral attributes of leadership,cooperation,communication, and participation as important elements in the company Six Sigma program.