Replying to LO29266 --
On Saturday, October 5, Dick Webster wrote,
> how about replacing "TQM" with "Continual
> Quality Improvement, CQI?" The below definition [as amended] then works,
> serves the values of continuous attention and effort ("continuous" is
> without interruption, as with the "rain on the roof"), quality (using
> whatever definition you choose), continual ("continual" is constant /
> continuous effort, with victories often enough to keep the effort alive)
> and "improvement"-- the point of it all.
Hi, Dick, nice to hear from you again. I like what you suggest, other
than noting that it violates what I seem to remember was one of Deming's
principals: "Drive out jargon!" for I fear that CQI has long since passed
into that realm.
I'm currently an internal consultant in a public sector setting that was
violated (and I don't think that's too strong a word) by an instrumental
approach to TQM ten years ago, resulting in an organization that now
culturally resists anything that even vaguely suggests the faddish
"quality circles" and "process action teams" of that era. We've recently
made great strides by sneaking a quality management system in under the
radar screen, including a a vigorous and ongoing internal audit regime,
and have discovered to our delight that this has become an excellent
surrogate for a formal CQI program. That is, by dropping down and
touching different parts of the organization, or a single quality element
across the organization, in a discrete way that emphasizes adding value to
the work people actually do, we've created a process of continuous
improvement without the label.
I won't bore the list with further details, but would go on to say that a
key element in our success has been the ability of our design to invite
people to learn about their own processes, and come to their own
conclusion that in some cases, improvement actually makes work better.
I'd be happy to provide some further details off-line if you like.
Regards,
Malcolm Burson
Director of Special Projects and QA Manager
Maine Department of Environmental Protection
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