1.5 - About University

✔✔✔✔✔Leaders need to be aware that most organizationalproblems are caused by poorsystems, not by unmotivatedpeople. Quality comes from designing andimproving processes and systems throughwhich work gets done and results areachieved.Leaders need to break down traditionalbarriers—stovepipes—betweenfunctions and departments. Any service orproduct should be a product of the whole,not of the sum of the parts.Leaders need to break down the barriersbetween 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 aproduct or service passes into another’shands. The success of the organization iseveryone’s responsibility.Because of rapid change, leaders need toprovide constant and effective trainingand development for all employees.2.1 Systems Thinking2.2 7S Model4.1 Organizational Design4.3 Reengineering4.3 Reengineering4.9 Professional Expertise4.4 Employee Involvement4.6 Open-Book Leadership2.5 Values4.5 Culture4.6 Open-Book Leadership14.3 Needs Analysis14.4 Adult LearningCopyright McGraw-Hill 2000. Original purchasers of this book are permitted to photocopy or customize this worksheet by downloading it fromwww.books.mcgraw-hill.com/training/download. The document can then be opened, edited, and printed using Microsoft Word or other word processingsoftware.R ELATED LEADERSHIP TOOLS1.1 Twenty-First-Century Leader 2.1 Systems Thinking 4.6 Open-Book Leadership1.10 The GAS Model 4.3 Reengineering 7.8 Affinity DiagramsF OR FURTHER ASSISTANCEDeming, 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.Q UALITY WEB SITESThe Association for Quality and Participation http://www.aqp.org/AQP is an international not-for-profit membership association dedicated to improving workplaces through qualityand participation practices. This site has very helpful links to related sites.American Productivity and Quality Center http://www.apqc.org/More than 500 members strong, APQC’s International Benchmarking Clearinghouse offers a comprehensivepackage of products, services, knowledge, information, and opportunities with the flexibility to meet any organization’sspecific needs. See their Helpful Resources for a wide variety of links to other related resources.American Society for Quality http://www.asq.org/ASQ site introduces you to many topics about quality. The Standards and Certification section provides informationon the ISO 9000 and ISO 14000 standards, QS-9000 requirements, and ASQ certification programs.226 SECTION 7 TOOLS FOR PROBLEM SOLVING, DECISION MAKING, AND QUALITY