... a workplace where people at all levels of the organisation assume full responsibility for the quality, productivity and creativity of their work ..... an environment in which every worker feels involved and committed to the success of the business.
 
That is a vision of the successful company of the 21st Century.  It can be achieved.  Customer relations begin with employee relations.  When people are treated with respect, trust, dignity and are recognised for their involvement and achievement, they will subsequently provide a high level of service to their customers and the company will benefit handsomely.  In other words, customer relations becomes a direct mirror image of the business.
 
In the face of growing competition and rapidly changing domestic circumstances, many successful companies (local and international) are turning away from the authoritarian management practices of the past and focusing instead on their greatest asset - their people.  Today more and more companies are creating highly democratic work environments in which employees are not only encouraged but trained to participate in decision making, process improvement, problem solving and customer relations that will directly and indirectly affect their jobs.
 
In summary, Quality Management provides a proven logical and structured approach to assist companies to improve quality, productivity and customer focus.  However, there is a caveat - patronising and paternalistic approaches do not work.  Quality Management requires commitment, leadership and active participation from the top levels of management.  Some are doing it very successfully already!
 
Quality Management will only take root in your company when it becomes a core corporate value supported by a realistic Vision 2000 , appropriate management principles and systems.