[The following is quoted from _Total_Quality_Management_Princi-
ples_, a course book from the Unites States Army Management
Engineering College, used for the Defense Management Joint
Course, dated June 1992).
[Begin quote]

     In late 1987, the American Assembly published a paperback
edited by Martin Starr; its title: "Global Competitiveness:
Getting the U.S. Back on Track."

     Chapter 8, written by A. Blanton Godfrey and Peter J.
Kolesar, is: "Role of Quality in Achieving World Class Competi-
tiveness." Some notes from that work:

ù Begins with Wheelwright's list of American industries and
products that have lost 50 percent or more of world markets since
1960.

ù How has this happened? Godfrey and Kolesar allow some modicum
of truth to the 20 or so theories that have been set forth to
explain America's losses; but, they point out as the PRIME
REASON: POOR QUALITY.

ù No cultural issue, no trade issue, no automation issue, no
labor issue, etc., gets at root cause of our problems more than
we CAN'T RENDER QUALITY GOODS AND SERVICES!!

ù Focus on quality FIRST: productivity and quality of work life
will follow; quality of life, in general, will depend on doing
the former.

ù Authors note essential role of REQUIREMENTS as being customer
driven! Specifications must follow these requirements.

ù Three key steps: (1) assess customer's needs and expectations;
(2) translate those to clear specifications; and (3) create a
system to consistently meet specifications, and continually
improve on the ability to meet even tighter specifications. (And
that, in a nutshell, is Total Quality Management!)

     If we recognize all of this, why haven't we addressed it?

     1. Top management participation (not commitment) is re-
quired.
     2. And, top managers (and all other U.S.managers)don't know
what to do they are improperly trained.
     3. America's business schools are not providing proper
training.
     4. Technical training is the specific target area.
          a. Statistics (variation in process output is the
          villain). 
          b. Process improvement techniques. 
          c. Teamwork.
     5. Generally, math and science knowledge is too weak for us
to produce the engineers needed for 21st-Century survival.
     6. Generally, the government has played a very NEGATIVE role
in quality thinking and progress in America. Educational institu-
tion administrators and certification agencies have played a very
NEGATIVE role in quality thinking and progress in America.
Industry has played a very NEGATIVE role in quality thinking and
progress in America. (Industry, like the other two, gets blamed
for the problems.)
     7. Generally, the U.S. has been aware of its LOSING position
for at least 10 years. Are we progressing? No, not nearly as fast
as our competitors!

[End of quote]

Reaction? Comments?

The text of this file is available for download on the TQM BBS
(301-585-1165) as QUALDIAG.ZIP.