在启动全面质量流程时，管理者必须注意，人们能够接受全面质量的目标或好处，但不愿意为了实现目标而改变自己的行为。本文回顾了创新的五个阶段，通过这五个阶段，一项全面的质量工作或任何变化都将继续进行。介绍了每个阶段阻力产生的原因，并讨论了降低阻力的指导原则。本文的一个主要前提是，阻力是所有变革努力中的一个自然因素。 必须加以管理。另一个主要前提是，大多数程序失败是因为未能管理变更过程。

WHEN INITIATING TOTAL QUALITY PROCESSES, MANAGERS MUST BE MINDFUL THAT PEOPLE ARE RECEPTIVE TO THE GOALS, OR BENEFITS, OF TOTAL QUALITY, BUT RESISTANT TO CHANGING THEIR BEHAVIOR TO ACHIEVE THE GOALS. THIS PAPER REVIEWS THE FIVE STAGES OF INNOVATION THROUGH WHICH A TOTAL QUALITY EFFORT OR ANY CHANGE, PROCEEDS. THE CAUSES OF RESISTANCE AT EACH STAGE ARE PRESENTED AND GUIDELINES FOR REDUCING RESISTANCE ARE DISCUSSED. ONE MAJOR PREMISE OF THIS PAPER IS THAT RESISTANCE IS A NATURAL FACTOR IN ALL CHANGE EFFORTS. IT MUST BE MANAGED. ANOTHER MAJOR PREMISE IS THAT MOST PROGRAMS FAIL BECAUSE OF A FAILURE TO MANAGE THE CHANGE PROCESS.