Posted by John Zavacki on June 22, 1997 at 12:05:32:

In Reply to: Tracking connections & mining workflow, drawing a line posted by Denham on June 21, 1997 at 10:22:16:

In an earlier post, I mentioned the effectiveness of the
corrective and preventive action system of ISO 9000 in this
type of solution. Over the years, I have used this methodolgy
in many places. The results follow the same progression (on differing
time scales, depending on the corporate IQ).

1. Disregard, disrespect
2. Finger pointing, quick fixes
3. Honest attempts at correction and prevention
4. A continuous process of learning and teaching

You can search the quality movement literature and you'll
find this same pattern throughout any efforts to improve systems,
whether human learning systems, production automation, customer
satisfaction, etc.

The key to a strong start and a sustained effort is identifying and
understanding corporate values and created an atmosphere of trust and
cooperation. If you start any effort with a "we-they" attitude, you'll
be long in the oven before the dough begins to rise.

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