RE: The main dificults to implant TQC: Solution SoPK

["Kurt Schoch" <KSCHOCH@indianapolis.olivellp.com>]

I believe the issue here is not a distinction between "teaching" and "training," or even a distinction between those terms and "education."  That is not the point.  Rather, it is that without a system (management and otherwise) to support what is learned there will be no change, at least not lasting change.  I can teach all the statistical thinking, process focus, customer focus, etc. that I want, and even ensure that new knowledge and skills have been gained (through tests, return demonstrations, role plays, etc.), but that can be negated instantly by management edicts to ignore what has been learned, or other support systems that work against it.   Prime examples are incentive compensation systems that reward rapid customer service calls even while official company policy and training may espouse positive customer service and customer relations.

Kurt Schoch, Ed.D.
kurt_schoch@olivellp.com 
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