The challenge in ISO 9001:2000 is achieving customer satisfaction. Only managers can lead the way. Making the move from managing to leading. In any organization, senior management has the responsibility for the effectiveness of the quality system. Achieving customer satisfaction is at its core and it requires much more than managerial processes. It requires managers at all levels to have a distinct set of leadership skills. For management systems and certification to ISO 9001:2000, these leadership skills are essential. 29 minutes plus Presentation Pack on CD containing slide presentation (MS PowerPoint format) and facilitator's guide (MS Word Format). The DVD version is available as BIP 3030.

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