December 1995


Teams in the Age of Systems

by Scholtes, Peter R.

Customer focus and systems thinking affect the implementation of teamwork. Without attention to these factors, teams can proliferate and become disconnected. A customer-in mentality means that customers drive the formation, activity, and evaluation of...


Quality Progress 1995 Report to Our Readers

by Stratton, Brad

A Malcolm Baldrige National Quality Award self-assessment in 1995 at Quality Progress led to quality improvement lists for three ASQC (American Society for Quality Control) units. The advertising sales staff aimed for improvements in: strategic...


Combating Organizationally Induced Helplessness

by Kankus, Richard F.; Cavalier, Robert P.

Symptoms of an unhealthy organization include managers who will not empower their employees and employees who refuse to be proactive and innovative. Such an organization has learned to be helpless. Some of its managers may be holdovers from the...


The Other Side of the Man of Quality: The Pearl

by Vertiz, Virginia C.

An "adopted daughter" describes the last days of W. Edwards Deming. He died five days before Christmas, 1993. This was shortly after completing a four-day seminar in Universal City, California. During the week of the seminar, he was in constant pain...


Implementing Deming's Fourth Point

by Windham, Jeff

Acceptable quality distribution (AQD) and quality-based incentive pricing (Q-pricing) should replace the acceptable quality level (AQL) approach in procurement. This is how to satisfy W. Edwards Deming's 4th point on avoiding price as the sole...


Renewing American Civilization, Pillar Five: Quality as Defined by Deming

by Gingrich, Newt

Empowerment is a key to societal quality. W. Edwards Deming has encouraged this by codifying the decency, hard work, integrity, and sincerity found in America. Other communicators who have increased the awareness of quality include Philip B. Crosby,...


The Reverse Appraisal: A Tool for Leadership Development

by Taylor, Glenn L.; Morgan, Martha N.

Feedback from employees helped improve managerial behavior. This reverse appraisal process in a corporate research and development unit focused on leadership skills. Senior managers developed a list of 19 leadership factors. Then a team representing...


Putting Fear to Flight

by Sulzer-Azaroff, Beth; Harshbarger, Dwight

Performance management is the application of behavior principles to the needs of individual organizational cultures. At the Wongpaitoon Footwear Company (WFC) in Bangkok, Thailand, performance management has excised fear and helped employees improve...


Small Groups Bring Big Results

by Gyani, Girdhar J.

Employee participation in quality circles and the leadership of executives as team facilitators enabled an oil refinery to implement total quality management (TQM) at the shop-floor level. This is a labor-intensive, continuous-cycle process industry,...


The Legacy of W. Edwards Deming

by Noguchi, Junji

W. Edwards Deming's contributions have had an impact on both Japan and the United States. His legacy in Japan was the application of statistical methods to quality control. In 1950, the Union of Japanese Scientists and Engineers, the editorial staff...


Open Access

The Continuing Quest for Excellence

by Frank, Cap

Malcolm Baldrige National Quality Award (MBNQA) winners at the 1995 Quest for Excellence Conference shared their learning experiences. Representatives from the 1994 MBNQA recipients -- AT&T Consumer Communications Services, GTE Directories Corporation,...



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