[rickd]

Director

My suggestion is to introduce your staff to Quality Concepts and empower them to establish a Quality Program. Their are many ways to accomplish this and the starting point is critical. I suggest that you first read Philip Crosby's books Quality is Free, and Quality Without Tears.

I teach TQM at NYU and have put Quality Programs in place in NY.

Feel free to ask for any guidance.

The Principle to remember is that the staff needs to respect the customer and to do that they need to respect you, the organization and their cooworkers.

Rick