Results: The Forgotten Element of Quality Programs

Results: The Forgotten Element of Quality Programs

07.11.94Ron Ashkenas

Confronted by either the need or desire to improve quality, managers revert to the same well-worn paths they have trod for other performance challenges

They either buy or create a program or package which prescribes a series of steps that, if followed, will allegedly lead to results. Often this task is delegated to staff functions like human resources or organization development, whose background and experience predispose them toward more traditional responses.

Published in S.A.M. Advanced Management Journal, Volume 59, Number 3, Summer 1994

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