Quality Wars by JEREMY MAIN

Author:JEREMY MAIN
Language: eng
Format: epub
Publisher: The Free Press
Published: 1994-07-15T00:00:00+00:00

CONCLUSIONS

The stories of Hewlett-Packard, Intel, Milliken, Motorola, and Xerox (and Ford in the previous chapter) carry a clarion message for any organization attempting to travel along the TQM journey. They share these characteristics:

Leaders who are committed to quality and stick to that commitment in spite of crises and distractions. Continuity over a long period is important, whether that is achieved because one person remains in the job for many years or because the successor is like-minded.

Intensive training, starting at the top and continuing permanently throughout the company.

The extensive use of teams which bring together people from different divisions and disciplines, not in amiable harmony but in a very tough-minded search for solutions.

Use of the whole family of quality tools, rather than a reliance on one or two to provide easier answers.

A genuine and lasting effort to find out what the customer thinks.

The vision to set stretch goals and the attention to detail to measure the progress toward those goals.

The integration of specific quality goals with a company’s basic strategic goals.

High speed in developing new products and services, but holding off marketing them until they are virtually defect free.

A willingness to transform the way they work.

The realization that good as they already are, they still have a way to go.

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