Re: Dr.Deming and the Baldrige Award

[Bob Adsett <bob.adsett@lineone.net>]

John

What tips do you have for helping those people deeply involved in EFQM or
ISO to see the woods for the trees. What first steps would you suggest to
get people to see their world differently.

I have been working in a local authority (Council) to support the Best Value
Review Process and it is very clear that despite having a QA System based
upon ISO 9000 this just gets in the way of improving processes. The staff
find that the bureaucracy involved in changing the system as defined by ISO
is so difficult to change that the staff just develop 'work-rounds' that
they expect will get picked up at some time by the auditors visit.

I think that it is far to say that the staff recognise the benefit of
getting some form of standardised system for service delivery, but they
clearly do appreciate the constraint that it delivers in stopping on-going
improvement.

The creative tension is present, what would you suggest as a strategy for
capitalising upon it?
bob