Category Archives: Quality Management

Survey Research To Instill Fear

It’s not uncommon for management to use survey research to instill fear in front-line personnel.  Here’s an example of how this works:  The other day when I purchased stamps at a local post office branch, the clerk who handed me … Continue reading

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Leaders, Behavior, and Followers

Leadership–as Aubrey and James Daniels point out in their book, Measure of a Leader–is about behavior; most importantly, the behavior of followers.  The most effective leaders are those who guide/direct the behavior of followers so that the leader’s and the … Continue reading

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Quality Professionals and Leadership

A while ago, Bill Troy, CEO of the American Society for Quality, posted a blog on the general topic that everyone should be a leader–and specifically that quality professionals should be leaders: “The idea is this: Every quality professional, a … Continue reading

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Quality Management and Leadership: Knowledge and Authority

Quality management is not unique in its emphasis on leadership.  J. M. Juran, a major contributor to the quality management movement, titles one of his books, Juran on Leadership for Quality.  W. Edwards Deming also beats the drum for leadership … Continue reading

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Quality Management’s Impact Can’t Be Assessed by Survey Research

In a 2012 Quality Progress article, “Lasting Impressions”, Stauffer and Owens say that a report, “The Contribution of Quality Management to the UK Economy” demonstrates that “quality initiatives have made significant contributions . . . to the . . . … Continue reading

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Quality Management, Consumer Preferences, and Quality Products

Because of the high status of survey research and its ubiquity (everyone asks everyone about everything continuously and worldwide) most in the quality management field these days ask customers/citizens questions (what they like, don’t like, how products and programs could be improved, etc.). trying to … Continue reading

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Quality Healthcare and Consumer Preferences

The following is a letter I wrote to the editor of Quality Progress concerning consumer preferences and the objective and specialized criteria of quality healthcare; the type of healthcare we all need. The reason Roger Kidd (“Inbox”, July 2010) “can’t believe [Quality Progress] would … Continue reading

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