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Organizations can accelerate the pace of quality improvements by ensuring that Total Quality efforts are driven from organizational strategy. In the process of doing this, a success paradigm can be created that allows different units of an organization to work more effectively toward a shared purpose. The significant examples presented here are the result of almost a decade of direct research and application in a very diverse set of organizations, including Fortune 500 manufacturing and services firms, non-profit organizations, health care organizations, and public education. The result is a specific process with enough detail for professional managers to read the book and implement the process in their own organizations. CEOs and NPO professionals, as well as business academics and upper level students, should find significant examples in an array of industries and situations that make this reading especially worthwhile.
The approach described in this book centers around Critical Success Factors which Rockart introduced in 1979. It is a learning-oriented approach to planning that the authors have implemented in a variety of settings, including Boeing, Air Midwest, and Conway Hospital. The important relationship between management control and strategic planning styles is discussed in several interesting chapters. Another topic that the authors address is the reinventing of government and the feasibility of applying the process in that environment. . Several examples of governments who attempted the task are offered along with discussion of their level of success. The approach described in this book is a powerful tool that can be used to develop a common vision in any organization.
List of contents
Foreword by John F. Rockart
Acknowledgments
Introduction by Michael E. Friesen and James A. Johnson
The Success ParadigmThe Quality/Strategy Connection by Michael E. Friesen
The Success Paradigm by Michael E. Friesen
Cases and ApplicationsManufacturing by Michael E. Friesen
Education by Brian G. Angevine and Michael E. Friesen
Services by Michael E. Friesen
Health Care by Michael E. Friesen and James A. Johnson
Concepts, Considerations, and ConclusionStrategic Planning and Management by Michael E. Friesen
Continuous Quality Improvement by Michael E. Friesen
CSFs and Public Policy by Walter J. Jones and Michael E. Friesen
Recommendations and Conclusion by Michael E. Friesen and James A. Johnson
Bibliography
Index
About the author
MICHAEL E. FRIESEN is former Director of Product Development and Director of Sales Operations at UtiliCorp United. He is currently a consultant specializing in the maximization of organizational performance through strategy, team development, and performance enhancement. He has consulted and lectured to a wide range of industries, including airlines, manufacturing, high technology, insurance, education and health care, and has held various positions at Sprint and The Boeing Company. His first Quorum book (with James A. Johnson) The Success Paradigm: Creating Organizational Effectiveness Through Quality and Strategy, was published in 1995.JAMES A. JOHNSON is Professor of Health Sciences at Central Michigan University. He has published nine books on a wide range of health-related topics. He is actively involved in international health development, including work with the World Health Organization.
MICHAEL H. KENNEDY is Associate Professor at Central Michigan University teaching in the Doctor of Health Administration Program. His 28 years in health services administration have been spent in academic and operational positions, and his involvement with contingency preparations dates back to the mid-1980s when he was the administrator of a stabilization team at Landstuhl Army Regional Medical Center in Germany.
NEJDET DELENER is Associate Dean for Academic Affairs and Professor of Marketing and International Business at the Tobin College of Business, St. John's University. He has lectured at over 60 conferences and seminars, and has served on many editorial boards. He is executive editor of the Journal of Global Business and Technology.
