Scholtes, Peter R.; Weiss, Lonnie S.; Reynard, Sue (1989, ASQC) Joiner Associates, Inc., Madison, WI
Despite a growing body of literature on quality improvement, people working on administrative or office processes still have a hard time finding examples that pertain to their situations. This paper addresses the special problems encountered in administrative processes, with specific suggestions on steps to avoid common pitfalls. Using project teams to tackle large or complex issues is a particularly effective way to draw on the creativity of many people and involve operators and managers in the changes that will affect how they do their work. To be successful, projects must be tied closely to the key issues of the organization and its management.
Quality management (QM)