What they learn is that total quality is achieved by focusing on the customer, not internal systems. The secret is in empowerment. People must make their own decisions, based upon criteria set by management. Those decisions then become company decision, which employees can use to focus on customer needs. As a result, real customer satisfaction becomes the true measure of quality performance.

Now Qualitponent no longer has a chain of command, they have a chain of confidence, resulting in more satisfied customers.