Dr. Husam Arman

An integrated, principle-based, organizationwide strategy for improving product and service quality
 Customer focus
 Continuous improvement
 Teamwork (later .. )
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Have you ever wondered why migrating geese fly in a V formation?

As each bird flaps its wings, it creates uplift for the bird following.

Scientists have determined that the V-shaped formation that geese use when migrating serves two important purposes:
 First, it conserves their energy. Each bird flies slightly above the bird in front of him, resulting in a reduction of wind resistance of 71 %. The birds take turns being in the front, falling back when they get tired.
 Second, the V-formation makes it easier to keep track of every bird in the group. Fighter pilots often use this formation for the same reason.

Whenever a goose falls out of formation, it suddenly feels the drag and resistance of trying to fly alone…
…and quickly gets back into formation.

… people who share a common direction and sense of community can get where they are going quicker and easier than those who try to go it alone.

Geese in the rear of the formation honk to encourage those up front to up their speed. It is important that our “honking from behind” be encouraging. Otherwise it’s just - well - honking.

They stay with the unhealthy member of the flock until it is either able to fly again or dies.

 The development of people and their involvement in improvement activities both individually and through teamwork is a key feature in a company’s approach to TQM.
 A key aspect of this is making full use of the skills and knowledge of all employees to the benefit of the individuals and the organization and to create a group culture
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“Most people strongly believe that teams are more creative than individuals, when in fact they aren’t”
Thompson, 2003

 The cardboard-box test
 Spend 5 minutes writing down all of the uses that you can for a cardboard box

 The cardboard-box test
 Fluency – how many different ideas [
Typical range 5-40 ]
 Flexibility – how many different types of idea
[range 4-17 categories]
 Originality – uniqueness of idea (5% or less of sample) [range 0-14]
 Lesson: Quantity often does breed quality

 No Criticism
 Freewheeling welcome
 Quantity desired
 Combining/improving ideas encouraged

 Social loafing – my contribution is unidentifiable
 Conformity – I don’t want to be controversial or disliked
 Production blocking – I had a good idea, but I forgot it while waiting for my turn to talk, and I didn’t hear what you said because I was thinking about my idea.
 Downward norm setting – tendency to match performance to lowest performing level of group

 Aid the commitment of people to the principles of TQM.
 Provide an additional means of communication
 Improve relationships
 Help to develop people and encourage leadership traits
 Build collective responsibility and develop a sense of ownership
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 Aid personal development and build confidence.
 Develop problem-solving skills
 Facilitate awareness of quality improvement potential
 Help to facilitate a change in management style and culture
 Improve morale
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