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Samuel K. Ho: Samuel K. Ho is the Principal Lecturer in TQM and Les Galloway is the Senior Lecturer in Operations and Quality Management, both at the Leicester Business School, De Montfort University, Leicester, UK
Les Galloway: Les Galloway is the Senior Lecturer in Operations and Quality Management, both at the Leicester Business School, De Montfort University, Leicester, UK
Introduction
With the increasing prevalence of the total quality management (TQM) environment, the success of businesses relies on good management skills in, among others, learning how to solve problems. It should not, and, in reality, does not imply that in a "total quality system" problems will never occur in the course of operation. Working conditions are always subject to ongoing changes in the micro and macro environment, and the organization must learn how to handle them by utilizing its system, structure and skills. Prevention (quality assurance), as a step forward in the evolution of total quality is generated from the experience of problem solving and results directly from implementation of Deming's plan-do-study-act cycle[1].
Before seeking to solve a problem, there are some preliminary steps which are required in order to arrive at the most significant problem. This starts with identifying and understanding the situation when the problem arises. Then all aspects of the problem situation are explored using brainstorming. The next step is to prioritize the problems according to their severity. By then, we should have a clear idea of what is the most significant problem that we must solve immediately. These steps can be effected by applying Deming's system of profound knowledge (DSPK).
Deming's system of profound knowledge
The common mistake made by managers is to undertake the decision-making phase immediately after the recognition of the actual problem. The proper appreciation of the cause of the problem is often neglected. The result is often a considerable application of effort which at best results in some accidental amelioration, and at worst actually exacerbates the problem. The vital point in the process of problem solving is this simple rule - a problem cannot be solved unless its cause is known. The application of this is best summed up by the DSPK which describes four interrelated parts, described below.
Appreciation for a system
This emphasizes the need...