'Quality' Is Not Dead - A Term paper - Survival of quality (your job)

[betterlife]

That's why I focus sometimes on the 'toplevel minus one' = the secretaries.
Take 'the boss' out for several days: no harm done.
Take the secretrary out for a day: chaos.
The hidden person in charge is sometimes the secretary, if you can get that person 'pro QA', the boss will follow.

It is two-way traffic in quality management. Both the boss and secretary should be pro-quality and boss should lead the way.