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The people work IN a system.
The job of a manager is to work ON the system,
To improve it,
Continuously
WITH their help.

Workers work in the system, which management created or allowed to continue. Management must work on the system to improve the process. With instruction, workers can be enlisted in this improvement.

A leader, by virtue of his authority, has obligation to make changes in the system that will lead to improvement. 

The problem is not in the people but in the system. People are doing
their best. 

You cannot control quality--you have to produce quality. Culling 
defects and punishing workers adds no quality. Quality comes from 
improvement of the process. 


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RESOURCES
Learning About Quality and Deming's Way: Resources

W. Edwards Deming. The New Economics : For Industry, Government, Education. (MIT Press, 1995.)

W. W. Scherkenbach. Breakthrough Performance (CD ROM).
Includes the text of Deming's Road To Continual Improvement. See his Web site.

Understanding Systems - A four-part vedeo series with Dr. Russell L. Ackoff, a world authority on the application of systems theory to management.


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Revised on April 20, 1999

Copyright © 1999 Dharma Haven 

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