Jennings, Kenneth R. (1989, ASQC) Air Force Institute of Technology, Wright-Patterson AFB, OH
Organizations vary widely in their quality capabilities. One of the few characteristics that sets apart the high quality capable organizations is the ability to continuously improve production and support processes (Garvin, 1986, 1987; Harrington, 1986). In effect these organizations institutionalize the development of constant small scale innovations in every sector of the organization. Over time this accumulates to produce an unbeatable competitive advantage. The mechanisms that allow such effects, however, are not well understood. This paper draws from the literature to model one set of mechanisms by which organizations could continuously improve production and support processes. The components of the model include: task and job design; human resource systems design; communication and information systems design; leadership and behavior tactics, empowerment, learning, goal setting and technology. The proposed model, the institutionalization of incremental innovation, is abstracted in figure one.
Quality management (QM)