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Why did TQM Fail?

- Employees take their cues from mgmt. more

- Executive & middle mgmt. oversights more

- Didn't integrate quality into organizational structure more

Why do major change initiatives fail?

- Part 1: The eight major reasons for failure.

- Part 2: Consequences of these errors?

Confessions of a shot messenger

Developing the Organizational Communication Infrastructure for Results
The emphasis in this 1-1/2 day follow-up session would be to combine the results of the first two retreats into a more formalized plan using the format of Journey to the Emerald City City (See Connors & Smith below). A key part of the agenda would also include skills needed by the Executive team for:

Signaling commitment,
Communicating the new values,
Peer-coaching each other,
Coaching the organizational culture,
Creating a culture of accountability,
Depersonalizing the inevitable resistance,
Exposing and managing the resistance for true results.
Periodic development and follow-up for individual and team coaching.

The following texts should eventually be read by everyone on the executive team. The ones marked with "*" would be used during the retreats.

Bridges W. Managing Transitions: Making the Most of Change. Reading, MA: Perseus Books, 1991 [ISBN 0-201-55073-3].

Clemmer J. Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance. Irwin Professional Publ., 1994 [ISBN 0-786-30356-5]. [Also available as an audio book. Order through www.clemmer.net ]
Pathways to Performance : A Guide to Transforming Yourself, Your Team, and Your Organization. Prima Publishing, 1995 [ISBN 0761500219].

*Connors R & Smith T. Journey to the Emerald City: Achieve a Competitive Edge by Creating a Culture of Accountability. Paramus, N.J.: Prentice Hall Press, 1999 [ISBN 0-7352-0052-1].

Heider J. The Tao of Leadership: Lao Tzu's Tao Te Ching Adapted for a New Age. Atlanta: Humanics New Age, 1985 [ISBN 0-89334-079-0].

*Joiner B. Fourth Generation Management: The New Business Consciousness. New York, NY: McGraw-Hill, Inc., 1994. ["Six sigma" without all the hyperbole] Review by Davis

*Murphy EC, Leadership IQ: A Personal Development Process Based On a Scientific Study of a New Generation of Leaders, John Wiley & Sons, Inc., 1996 [ISBN 0-471-14712-5]. Review by Davis

*Ralston F. E-motions @ Work: Get Better Results by Resolving Conflicts and Encouraging Accountability [An e-book! See faithralston.com for more information and download sample chapters free!] Review by Davis

Wheeler DJ. Understanding Variation: The Key to Managing Chaos. Knoxville, TN: SPC Press, Inc., 1986.

Videos:
Autry J. "Love & Profit: The Art of Caring Leadership" (35-minute video) [Available through Enterprise Media, Cambridge, MA [(800)-423-6021 or www.enterprisemedia.com] Review by Davis

*Franklin International Institute, Inc. Gaining Control: The Franklin Reality Model. [Call (800)-818-1812 and order, specifically, catalog #5415] ($29.95). Review by Davis

James J. "Survival Skills for the Future" (22-minute video) [Available through Enterprise Media, Cambridge, MA [(800)-423-6021 or www.enterprisemedia.com] Review by Davis

Massey M. FLASHPOINT: When Values Collide (70-minute video) [Available through Enterprise Media, Cambridge, MA [(800)-423-6021 or www.enterprisemedia.com] Review by Davis

What will the three retreats do for us?

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"Very fun and informative presenter. Takes potentially dry subject (data analysis) and makes it come alive!"
Some participant comments from December 2001 sessions given at the Institute for Healthcare Improvement’s annual U.S. forum