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Discusses why, if quality is concerned with changing behaviour, we leave so much to chance. Asserts that organisations need to design into their TQM programmes the means for people to tackle and solve quality problems. Demands a clear focus on the customer and total commitment throughout the organization. Asserts that what is lacking is an effective balance between the goals and tasks of achieving quality and organizational values and behaviours. Contends it is balanced attention to values as well as goals which will drive the “culture change” required for long‐term success of TQM. Stresses responsiveness to customer needs. Believes that quality improvement depends on people changing their behaviour. Observes that to create change both passion ‐ shared vision and values ‐ and systems are needed.
John Seddon (Wed,) studied this question.