Explores the role of the facilitator in the implementation of a total quality management or continuous improvement process. Many organizations, having planned their goals for the future, have difficulty in understanding the process of reaching them. The role of the facilitator in helping determine how to achieve these goals and bring about the changes necessary to do so is described by one of the country’s leading business improvement consultancies. The development of the world‐class company is explained in three stages: survival; prevention; and continuous improvement. Gives guidelines on: the selection of facilitators; their commitment to the role; training and skills development; how the role develops through time; and the challenges to be faced.
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