?????? ??????? - get clear on your organisation definition of quality and help people to understand what it means for them
??????????? ??????? - design a communication strategy, what channels will work well to get your quality message out and how often should you be talking about quality (hint... all of the time)
??? ???? ??????? - I can’t stress enough the importance of being able to measure whether the work you do in quality affects outcomes and the bottom line, figure out how to measure quality beyond customer satisfaction.