Problems 80-90% System LO20482 -Quote Attribution?

Sinte@aol.com
Mon, 25 Jan 1999 15:17:24 EST

Replying to LO20470 --

Peter Wrote:

I need help in finding a reference for something attributed to Peter
Drucker. He is reported to have said something to the effect that 80%-90%
of performance problems can be attributed to the system as opposed to the
individuals.

I believe it was Deming or Juran who said this. Try "Introduction To
Total Quality" 1st ed. by David L. Goetsch and Stanley Davis, pg. 16,
where Peter R. Scholtes is quoted " Quality leadership recognizes--as Dr.
Joseph M. Juran and Dr. W. Edwards Deming have maintained since the early
1950's--that at least 85% of an organization's failures are the fault of
management-controlled systems. Workers can control fewer than 15% of the
problems. In quality leadership, the focus is on constant and rigorous
improvement of every system not on blaming individuals for problems."
(Sholtes qtd. Goetch and Davis 16)

Hope this helps.

Linda Ortberg
Tarrant County Junior College
Ft. Worth, TX 

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Sinte@aol.com


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