Human Resource Management Lessons from a Decade of Total Quality Management and Reengineering

The lessons offered herein are based, in part, on my own involvement as advisor and trainer in some 150 client companies since 1982, when my first TQM-oriented book, Japanese Manufacturing Techniques: Nine Hidden Lessons in Simplicity (New York. NY: Free Press) was published.

Personal interview with Terry J. Biss, vice president of the hospital. Also, see Taylor Susan , “The Medical Center Takes Proactive Approach to Healthcare Reform.” Industrial Engineering (January 1994), pp. 20–23.

Myers M. Scott makes this point in Every Employee a Manager (San Diego. CA: University Associates, 1991).

Falk Kay , “If You're Going to Play the Game … Master the Fundamentals—Production. People, and Product—with the Customer in Mind.” OEM Off-Highway (January 1993), pp. 8–9.

Luthans Fred Kreitner Robert . Organizational Behavior Modification and Beyond (Grandview. IL: Scott Foresman. 1985), p. 81.

Chicago Tribune, January 26, 1992.

See Shingo Shigeo . Zero Quality Control: Source Inspection and the Poka-yoke System (Cambridge. MA: Productivity Press. 1985). The Japanese word pokayoke translates as fail-safe.

Adams J. Stacy , “Inequity in Social Exchange.” in Berrowitz L. , ed., Advances in Experimental Social Psychology (New York. NY: Academic Press, 1965).

See Myers' M. Scott discussion of nonmonetary and monetary rewards, op. cit., pp. 15–46; also. Schuster Jay R. Zingheim Patricia K. , The New Pay: Linking Employee And Organizational Performance (New York, NY: Lexington Books, 1992).

See, for example, Scholtes Peter , An Elaboration on Deming's Teachings on Performance Appraisal (Madison. WI: Joiner Associates. 1987), p. 1. Tennessee Eastman has eliminated evaluations for over 90 percent of its employees: In their system, only the exceptional people are rated.

Miller William H. , “Skill Standards on the Way.” Industry Week, April 5, 1993, p. 72.

Bowen David E. Lawler Edward E. III , “Total Quality-Oriented Human Resources Management.” Organizational Dynamics (Spring 1992), pp. 29–41.

Peters Tom , “The “Patient-Focused Hospital' Is a Stunning Innovation.” syndicated column. Seattle Post-Intelligencer, August 5. 1991, p. B5.

Taylor Susan , “The Medical Center Takes Proactive Approach to Healthcare Reform”, Industrial Engineering (January 1994), pp. 20–23.

Ginnodo Bill , “Teaching an Old Plant New Tricks,” Commitment Plus newsletter (July 1987), pp. 2–4.

Dobrznski Judith H. , “Rethinking IBM.” Business Week, cover story. October 4, 1993, pp. 86–97.

Webster's New World Dictionary of the American Language, College Edition. 1968.

See, for example, a 19-item list in Schonberger Richard J. , Building a Chain of Customers: Linking Business Functions to Create the World Class Company (New York. NY: The Free Press. 1990), p. 296.