AbstractWith increasing competition from overseas producers, it is becoming increasingly clear that the only way for high‐wage nations like the United States to succeed is by producing quality products. To boost performance, organizations must implement a total quality process by reducing their bureaucracy and giving more authority to workers. Never‐ending and all‐encompassing, the road to the implementation of quality service depends on senior management commitment, which sets a compass course for the journey, though not a specific destination. The essence of ibis commitment is dedicated support of the total quality process, which means an enlightened adherence to a participative style of management and willingness to provide the necessary training. This article presents a case study of a job shop's progress along this road.