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You manage things and you lead people In a way Grace Hopper words are a formula for success in Total Quality Management for she has offered equal but different approaches to things and people Things can be manipulated quantified measured and calculated people cannot By distinguishing between managing and leading Hopper has given us to understand clearly that you cannot lead things or manage people - shes right Hoppers insight is universal and we are inclined to agree with it almost instinctively without having a notion of what it means in the day-to-day world We feel like Calvin Coolidges wife asking what the preacher had said about sin He said Coolidge told her tersely he was against it Now that we know that what do we do In hopes of clearing away some of the fog I offer a formulation that I believe says the same thing as Hoppers version but is a little more quantified It may not sound as impressive but it is practical enough that we can do something with it It goes like this C L t1 t2 TQM that is Customer focus leadership teams tools Total Quality Management The notion of customer is as foreign to as many bureaucrats as the idea of a bicycle is to a fish We think of a customer as someone who buys something In Total Quality Management the word customer has taken on a new meaning the beneficiary of our work Beneficiaries may be people or organizations they may be citizens or they may be the people at the next desk or in the next office Beneficiaries outside our organizations are called external customers those within internal customers Their designation as internal or external matters little The point is that all we do is for their sake
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