The article discusses research on quality-improvement actions and
strategies that employers use to encourage employees to care about
quality outcomes and to make quality a cultural value in the
organization. The researchers found that leadership emphasis, message
credibility, peer involvement, and employee ownership are attributes
which predict a corporate culture focused on quality. The discussion
topics include making quality a leadership priority, delivering
communications that appeal to workers, holding peers responsible for
quality, and empowering workers to make quality decisions and to
challenge directives that do not maintain or improve quality.