Copyright McGraw-Hill 2000. Original purchasers of this book are permitted to photocopy or customize this worksheet by downloading it from
http://www.books.mcgraw-hill.com/training/download.The document can then be opened, edited, and printed using Microsoft Word or other word processing
software.
RELATED LEADERSHIP TOOLS
1.1 Twenty-First-Century Leader 2.1 Systems Thinking 4.6 Open-Book Leadership
1.10 The GAS Model 4.3 Reengineering 7.8 Affinity Diagrams
FOR FURTHER ASSISTANCE
Deming, W. Edwards. Quality, Productivity and Competitive Position. MIT Press, 1982.
Hornor, Lawrence, and Curtis King. Waste Chasers: A Pocket Companion to Quality and Productivity.Conway Quality, Inc., 1993.
Juran, Joseph M. Juran on Leadership for Quality: An Executive Handbook.Free Press, 1989.
Mears, Peter. Quality Improvement Tools and Techniques. McGraw-Hill, 1995.
Scholtes, Peter R., Brian L. Joiner, and Barbara J. Streibel. The Team Handbook,2nd ed. Oriel Inc, 1996.
QUALITY WEB SITES
The Association for Quality and Participationhttp://www.aqp.org/
AQP is an international not-for-profit membership association dedicated to improving workplaces through quali-
ty and participation practices. This site has very helpful links to related sites.
American Productivity and Quality Centerhttp://www.apqc.org/
More than 500 members strong, APQC’s International Benchmarking Clearinghouse offers a comprehensive
package of products, services, knowledge, information, and opportunities with the flexibility to meet any organi-
zation’s specific needs. See their Helpful Resources for a wide variety of links to other related resources.
American Society for Qualityhttp://www.asq.org/
ASQ site introduces you to many topics about quality. The Standards and Certification section provides informa-
tion on the ISO 9000 and ISO 14000 standards, QS-9000 requirements, and ASQ certification programs.
226 SECTION 7 TOOLS FORPROBLEMSOLVING, DECISIONMAKING, ANDQUALITY
2.1 Systems Thinking
2.2 7S Model
4.1 Organizational Design
4.3 Reengineering4.3 Reengineering
4.9 Professional Expertise4.4 Employee Involvement
4.6 Open-Book Leadership2.5 Values
4.5 Culture
4.6 Open-Book Leadership14.3 Needs Analysis
14.4 Adult Learning✔ Leaders need to be aware that most orga-
nizational problems are caused by poor
systems, not by unmotivated
people. Quality comes from designing and
improving processes and systems through
which work gets done and results are
achieved.
✔ Leaders need to break down traditional
barriers—stovepipes—between
functions and departments. Any service or
product should be a product of the whole,
not of the sum of the parts.
✔ Leaders need to break down the barriers
between management and workers;
salaried and hourly; union and nonunion;
suppliers and supplied;
organization and customers or clients.
Leaders are needed at all levels.
✔ Everyone should ensure quality before a
product or service passes into another’s
hands. The success of the organization is
everyone’s responsibility.
✔ Because of rapid change, leaders need to
provide constant and effective training
and development for all employees.