Quality Begins with Strategic Planning

• Start with the client and end with the client

• Build consensus by involving a variety of internal and external parties

• Focus on strategic results

• Set high expectations

• Think horizontal and longer term but update frequently

• Publish the plan for transparency reasons

• Use the plan as a framework for all other key organizational decisions, with appropriate linkages (e.g. performance measurement, rewards, recruiting and training)

• Be accountable for results through measurement and publication

Notes: