Christopher,
> I would like to know what elements one should look into when diagnosing
> organisations prior to implementing Total Quality Management (TQM), and
> why those elements. Any references to methods, models and processes would
> be welcomed.
The two most important things to look into are:
1. What results do we want?
2. What results are we getting?
If the organization can't answer those two questions, your first step is
to create ways to answer them. The reason is that these questions define
what improvement means.
Once you get those questions answered, the next question is:
3. What is the difference between the results we want and the results we
are getting?
Regards,
Dale
--Dale H. Emery -- Collaborative Consultant High Performance for Software Development Projects E-mail: dale@dhemery.com Web: http://www.dhemery.com
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