This grocery chain wanted to improve their bottom-line by increasing their customer service levels and their effectiveness and efficiency. They created a steering committee to develop the best strategy to manage these challenges. The steering committee asked us to help them develop a Strategic Quality Plan. Our planning process helped the steering committee to develop several key strategies. In order to execute each of the strategies we formed sub-committees of employees; which the steering committee were to oversee. We then took each sub-committee through a planning session to develop a plan for implementation of the strategies. In these planning sessions, each committee identified potential barriers to success and then established ways to overcome them. There was a variety of barriers to overcome including: culture, lack of structures and processes and lack of quality tools. We addressed these issues with consulting, quality training and coaching. By engaging employees throughout the planning process we were able to help this organization improve their bottom line and received very positive customer feedback.