Application of Quality Management in the Community


Dingus, Victor R.   (1989, ASQC)   Tennessee Eastman Co., Eastman Kodak Co., Kingsport, TN

Annual Quality Congress, Toronto, Ontario, Canada    Vol. 43    No. 0
QICID: 3642    May 1989    pp. 688-693
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Article Abstract

For the past four years, the Tri-Cities area of Tennessee (Kingsport, Johnson City, and Bristol) has been engaged in a process to apply quality management (QM) principles to all the different organizations within the community. "Community of Excellence" is created by every organization within the community meeting and exceeding customer needs through application of quality management. Even though the effort is in its initial stages, the following are some of the organizations within the Tri-Cities area that have been involved: Kingsport, Johnson City, and Bristol city governments; Kingsport City school system; area industry; telephone company; state technical institute; car dealers; banks; and the Chamber of Commerce.

A systematic process is being used in the Tri-Cities area to create communities of excellence. This process includes the following steps: establishing a core steering group; general QM awareness within the community; commitment to apply QM in some organizations within the community; demonstration improvement projects; evaluation and publicity; plan for growth; management training, involvement, and leadership; supporting QM training and consulting; and appropriate reinforcement, recognition, and certification.

This presentation will introduce the National Center for Quality concept being created in Tri-Cities, Tennessee. The mission of the Center will be to train workers and management in our region first as well as other workers and management through the United States.

It is important to note that this presentation will stress the progress, made and the lessons learned in creating communities of excellence in the Tri-Cities Tennessee area. The successes, as well as the pitfalls, will be shared so others can learn from the Tri-Cities' experience. By sharing our process and results, we can add to the pool of experience and profound knowledge.


Quality management (QM)

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