.What distinguishes quality initiatives like ISO 9000 and the Baldridge National Quality Program from Total Quality Management (TQM) and similar managerial commitments? • There is some evidence that in the years immediately following Baldridge or ISO certification/accreditation, performance standards and attention to quality actually decline to levels below the build up to accreditation review. What might explain this result? How can managers guard against this kind of ''relapse''? • If you have been employed in an organization that has gone through the Baldridge or ISO process, share your experiences. What challenges did you face? Was the payoff to the organization worth the effort?