|
Practices Associated
with Total Quality Control & Total Quality Learning
Table B
(Sitkin et al., AMJ, July, 1994)
Management Practices |
Total Quality Control |
Total Quality Learning |
Capability Enhancement
|
Enhanced exploitation of
existing skills
Increased efficiency in use of existing resources
Increased effectiveness in control over processes, products and services
Increased performance reliability
Doing Things right the first time
Training for specific skill improvement
|
Enhanced exploration of
new skills
Increased availability of slack resources
Increased effectiveness in learning and capacity enhancement
Increased resilience in the face of new and/or
unexpected changes or requirements
Doing things that are likely to provide insight, but only have a moderate probability
of succeeding
(encourage risk-taking)
General training and exposure
|
Information Collection, Analysis and Dissemination
|
Ongoing assessment of customer/supplier perceptions of needs and concerns
Fulfill known needs
Benchmarking against satisfaction standards and practices by competitors and in other
industries
Use standardized statistical control information
|
Address previously unrecognized customer groups
Identify new needs for current customers
Test (rather than accept) customer definitions of needs and constraints
Use self-designed, changing, nonstandardized diagnostic information
|
Incentive for Implementation
|
Incentive for error reduction
Role models, mentoring and emphasis on constructive
conformity
Performance feedback
Participation/teamwork emphasis
Performance through precise standards
|
Incentives for innovation
Leadership support for independent thinking and
calculated risks
Learning-related feedback
Autonomy
Evaluation through general values and judgment
|
|
|
|
