🚀 go-pugleaf

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Becky asks:
> List members,
> How do you view the services provided internally to your internal
> customers? How does that fit into your perception of your role as a
> quality manager or supervisor or team member?

Becky, I see the role of any manager as quality manager, coach, and
spiritual leader.  I say spiritual leader, because the spiritual side of
life is that which is missing in our technical roles.  Underlying Deming,
Covey, and many of the newer writers on management, is the notion that the
aim of the system is to optimize human performance within the system by
providing a healthy, continuously improving environment on all levels:
physical, behavioral, cognitive, and finally, spiritual.  The organization
with a strong sense of community will be more productive, learn faster,
share more knowledge, if the benefits improve their overall quality of life.

>We spend much
> time talking  about the tools of production; management of change;
statistics and
> product design; all kinds of production questions...but the people are
> the producers and how do you fit them into your plans as integral and
> maybe central to the services that produce the products, distribute
> them, or provide support services such as human resources? I
> think there > is still a very strong affinity for the silo as a shelter
from the
> change, so to speak.
> I am genuinely in need of hearing some of your thoughts on this aspect
> of Quality.

I have created some marvelous technical systems in my career, which
faltered, and eventually failed after I left.  What I had failed to do was
to lead by example, teach, coach, mentor UPWARD.  My own teams understood
the principles; worked honestly, openly, and in a spirit of trust, but I
failed to create that culture at the staff meetings (God forbid I should try
the Board Room!!).  In my latest factory, I spend as much time with my
fellow staffers as I can, building the spiritual side of the team as well as
teaching an understanding of variation and an appreciation for systems.

Hope this helps.  If the GM strike lets up and we can get back to work, I'll
keep you posted on my progress!

John Zavacki
ITT Automotive FHS
  jzavacki@greenapple.com <mailto:jzavacki@greenapple.com>