J
Excellent post, Jennifer. I agree with all you say.
Yes and yes again.
The NC owner is empowered to "push back." I actually like this conflict because to push back he/she must be thinking and arguing the points in a management system way; I need people besides myself to do this. I need and want people to think of quality and what it means from the different perspectives: customers, registrars, our own quality of work life.