In every organization, both management and the general workforce tend to resist change, whether it be in systems, culture or environment. That is natural – people are usually happy to continue with what they have always done. The change brought about by the introduction of a quality management system (QMS) – particularly in service industries – is no exception. However, companies that resist this change will find that they become less effective, and thus less competitive, in markets where customers demand trouble-free products and services.