🚀 go-pugleaf

On Tue, 24 Nov 1998, Arun Sawhney wrote:

> I wonder if anyone has done any work towards implementing
> some of the philosophical thoughts on Quality - for example
> of Quality being a point of experience where subject and
> object differences arise. I found it similar to the "Moments
> of Truth" work done by Jan Carlson, but that preceded his
> books. Both his books - Zen and The Art of Motorcycle
> Maintainence and Lila: An Enquiry into Morals - are
> tremendously important books on Quality for what they
> explain.
>
> I wonder if anyone has read/ heard of anyplace where this is
> still debated?

Arun-

IMHO Pirsig is what underpins the ideas of fitness for use and customer
satisfaction.  Quality is the essence of the experience of customer
interacting with product/service.  Understanding and controlling the
nature of the interaction between customer and product/service is the most
effective way to improve quality because the result is either a product
that is more fit for use, or a more satisfied customer, or both.

Unfortunately, Pirsig's work requires a reading of the entire book ("Zen")
for readers to achieve understanding of his views.  I wish there was a
CliffNotes or Monarch Notes version of "Zen" or some journal-type articles
that describe Pirsig's views succinctly and simply.  In my view, it is
unrealistic to expect busy managers to read "Zen" or "Leila"
cover-to-cover and there are no sections (at least in "Zen") that are
self-contained.

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 PATRICIA MALINEE                                 /              \
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        Efforts should not concentrate on the
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        but, rather, on the Quality of Management
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