Rodent Regatta

I read Robert Scoble’s weblog via my RSS aggregator. Sometimes I fall behind in my reading and try to catch up on certain weblogs all at once. Doing that, I found a link to Loren’s weblog and discovered this entry. It’s about ”actual” vs. ”perceived” quality. My own opinions about perception and reality have been documented.

Cut to today. I’m reading Frank Patrick’s Questioning Six Sigma. Frank considers TQM and Six Sigma to be ”data-driven” methods for bringing improvement into organizations. He cites prior articles where he has seen disappointment with these methods. I have, too.

The reality is I’ve seen every methodology fail somewhere, but not everywhere, unless the wrong approach was used. Most of the time it is NOT the fault of the methodology. Calling TQM (definition?) a data-driven methodology is also a bit misleading. It’s only data-driven if those doing the implementing focus on data, statistics and charting to the exclusion of everything else the methodology calls for. The same is true of Six Sigma.

Frank does an excellent job of discussing the ”project selection” notions that so often inhibit success with improvement initiatives. These selections are second only to executive commitment (constancy of purpose) as causes for failed initiatives.

Another leading cause is the failure to define quality from the customer’s perspective. That’s what leads to Loren’s notions about ”actual” vs. ”perceived” quality. Properly done, quality is quality. Either a product meets the customers’ requirements or it doesn’t. Either they agree it meets their needs or they don’t. Any other ”perception” by the supplier (Microsoft?) is self-serving and defensive at best.

Here’s what Deming said:

By what method? Use the one that corresponds closest to your need.

3% of the problems have figures, 97% of the problems do not.

Frank seems to coach improvement using the Theory of Constraints methodology. I’ve used Deming with liberal does of Crosby, Six Sigma and team-based management. I suspect there are plenty of success stories with any or all of these methods!

The key is having a clear and specific notion about how you’ll know you are on track to accomplish whatever it is you set out to do. How will we know we were successful?