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                    Quality System Behavior Newsletter
                            May, 1994 Issue

                                  by

                          Markku J. Saarelainen
                  FAX: (404)-998-7855, markkus@delphi.com



                QUALITY SYSTEMS - COMMUNICATION - LEADERSHIP


The quality system which includes numerous processes, procedures, functions
and structures within the organization is a network of communication
channels, objects and databases. Events occuring outside the system cause a
series of reactions internally needed to meet the requirements that a
previously occuring outside event had established for the organization. The
outside event can simply be a customer product inquiry, customer order,
competitor's action, change in the exchange rate, new technology
introduction or any other outside event that requires necessary actions
from the organization. The series of internal events typically causes new
outside events such as a purchase order, supplier selection, quotation
request and product delivery, which establishes new requirements for
organizations who are operating within the scope for which the event creates
these new requirements. And so the event generation and requirements
establishment flows through multiple industries affecting numerous
organizations and objects.

The organizations are linked to each other via information channels
including methods of handling and processing cross- and interorganizational
communication. This communication and it's channels may include multiple
formats depending on the relationship between the object initiating the
event and the object the event is influencing. The success of completing any
requirement that was established by the event is dependent on the success,
reliability and effectiveness of the communication between these objects. It
is important that there is the right communication at the right time through
the right communication channels between the right objects and parties.

The accuracy, reliability and success of the individual communication is
essential for the success of the overall communication mechanism and the
completion of new requirements that were established by occured events.
However, to successfully complete the requirement depends greatly also on
the overall communication system within the organization. This includes the
structure of objects, functions, databases, and processes and procedures,
which is basically the quality system of the organization. If this
communication system is designed inadequately and in such a manner that it
does not meet the future business requirements, good individual
communication does not result in its desired objectives. In the optimum
organization all objects within the system have the same mission and are
moving towards common goals and objectives directed by a common set of
policies, guidelines and rules.

The quality system is an important element in developing the organizational
leadership within the industry. It can enable the organization to create a
strong powerbase that can be used to influence technological trends and
future customer requirements. The larger this powerbase is the larger the
potential influence. However, this powerbase can materialize only by using
it effectively and by generating events outside the organization. The
activeness of using an internal quality system and communication engine is
important in developing the organizational leadership within the industry.

Copyright 1994 Markku J. Saarelainen