Critical SHIFT

Critical SHIFT

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Silverman, Lori L. | Propst, Annabeth L. ASQ Quality Press, 1999
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IN THIS SUMMARY

According to Lori L. Silverman and Annabeth L. Propst, the concept of quality, as used within the context of "total quality management," has fallen out of favor. However, it is not "dead" but is being replaced by concepts such as performance management and operational excellence - ideas that view quality as an integrated system of performance, delivery, organizational flexibility, and customer satisfaction. As a result, the practice of quality will merge with the field of management and totally transform it. No longer will management merely be the sum of accounting, marketing, human resources, etc., it will be a completely integrated system focused on providing value to all stakeholders, including society. A further outcome will be the decrease in the number of traditional quality professionals and an increase in the number of quality practitioners - those who apply quality concepts, tools, and methods to facilitate strategic change. Believing that professionals who specialize in enhancing organizational performance should spend as much time improving themselves as they do their companies, Silverman and Propst offer actions individuals can take to ensure their employability in the future. Of course, timely "what-color- is-your-parachute" suggestions are always welcome and useful, given our chaotically shifting business environment. However, the information, as it is presented here, seems to be tacked on as an afterthought-albeit a well-intentioned one. The book dives into this material so abruptly (at the end of the book) that it takes a while for it to sink in how assessing one’s vocation, career, and job has anything to do with improving organizational performance. Finally, the work asks (and, to a great extent, leaves unanswered) a particularly provocative question: "By the way, do you still call it quality when it becomes everyone’s job?" Here again is food for further thought that promises to open up a whole new arena of exploration and dialogue and take business to a whole new level of quality management.