🚀 go-pugleaf

Pamela Banks asks about the computing community's experience
implementing TQM.  Here at Wang we feel we have gone one step
(or maybe two) beyond TQM with our own Quality Leadership Process,
a process of continuous improvement designed to make our company
the first one in the industry totally built around the customer.
In addition, our suppliers take QLP training as part of our close,
long-term working relationship with them.

She asks about the human element of quality, especially empowerment,
participatory management, and acquiring problem solving skills
and tools.  These are all covered in depth in 8-12 week QLP
courses that all Wang employees take as part of the company's
commitment to never-ending improvement in quality and customer
satisfaction.  In addition, our Vice Presidents and Area Directors
are currently making daily Wang Office electronic mail broadcasts
to all Wang employees, discussing these very QLP topics.

For example, Northwest Europe (Ireland, Benelux, and Nordic countries)
Area Director Malachy Smith just broadcast the following: "QLP has
provided us the ability to understand ourselves and the processes which
contribute to attainment of total customer satisfaction.  Use of the
techniques such as Customer Event Diagrams will assist and expand our
options in meeting or exceeding customer expectations.  Daily use will be
the catalyst in building strong, healthy customer relations, focusing our
skills on listening, empathizing, asking questions, offering solutions,
and agreeing solutions....Customer satisfaction is a way of life."

Firms and organizations with similar commitments to continuous,
never-ending improvement in quality and customer satisfaction might
wish to check into getting more information on QLP.  (I can also find
out if copies of our Vice President and Area Director broadcasts on
QLP this month are available outside the company, or if they are
considered company confidential.)

Certainly, the Wang commitment to zero-defect workflow software solutions
and zero-defect workflow documentation, including re-engineering, is
an additional key aspect to QLP here at the new Wang.

Michael.Willett@OFFICE.Wang.com