Article type: Research Article
Authors: Schultz, Louis E.
Affiliations: BlueFire Partners, 150 South Fifth Street, Suite 1300, Minneapolis, MN 55402-4206, USA. Tel.: +1 612 344 1030; Fax: +1 612 344 1030; E-mail: [email protected]; http://www.bluefirepartners.com
Abstract: In preparation for his key-note speech to the Philippine Society for Quality annual conference in October of 1999, the author reviewed the messages of the quality masters detailed in his book, Profiles in Quality. Analysis of these messages revealed three major groupings – Leadership, Direction, and Action. The Leadership element has five components – Roles and Responsibilities, Appreciation for a System, Knowledge of Variation, Theory of Knowledge, and Psychology. Four out of five of these components fell into place coinciding with the four elements of Dr W. Edwards Deming’s Profound Knowledge. The components of Direction are Aim, Planning, Implementation, and Review. The elements of Action fit a model developed by Dr Noriaki Kano, which he calls the House of TQM. These are General Education, Intrinsic Technology, Motivational Approach, Concepts, Techniques, Vehicles, Strategies, and Customer Satisfaction. This paper presents a structured composite of theories and concepts of the Masters from which we can learn and apply in our personal development and in the improvement of our organizations.
Keywords: Leader, leadership, quality, performance, improvement, profiles in quality, direction, strategy, action, strategic planning, system, variation, knowledge, profound knowledge, house of quality, concepts, techniques, vehicles, customer satisfaction, masters, consulting, theory, data, lineage of quality, six sigma, role of leadership, coach, counsel, philosophy, organization, appreciation for a system, management, prediction, common causes, special causes, competition, global competition, aim, planning, attractive quality creation, employee satisfaction
DOI: 10.3233/HSM-2000-19203
Journal: Human Systems Management, vol. 19, no. 2, pp. 93-103, 2000
