The big fad in quality today has to do with problem solving. The idea is that any maiden threatened with being
eaten by a dragon goes to the Round Table for help, and a knight is sent off to dispatch the beast. Big problems, like dragons, are easy to identify and are worthy of the attention given them.
However, the world is packed with small problems that have to be handled as the day's work moves on. These are the ones that keep the machine from working properly. They need solutions too, and
they need to serve as a platform for prevention. The solution is to teach everyone to deal with problems as a normal part of life and dispatch them while they are just coming
out of the egg. Then the corrective action effort can proceed to the phase of eliminating the root cause of the problem. This way the organization progresses. We don't learn much from dragon
carcasses lying about the place. To let all this happen, PCA II created an interactive CD-ROM that lets individuals learn the actions and logic of problem solving. In fact,
that's what it's called: "Problem Solving." It's available through our Web site link at the bottom of the page. Clients get a site license, so the course is available from every computer and
individuals can go to and from it as they choose. The five-step system it teaches applies to any kind of problem or situation. Having corrective action specialists is very
expensive and can be disruptive since they can roam wherever they wish. Soon it's hard to tell them from the dragons. The knight movement does not involve many quality professionals, perhaps
because they feel they have been doing that work anyway. But the truth is that we all can be built-in problem solvers once we're given the right information and have a chance to practice. The
"Problem Solving" CD does that. The result of a knowledgeable staff is high morale and a constant focus on prevention; the result of a knight-supported staff is low self
esteem and the constant pursuit of corrective action. It's your choice. About the author
Philip B. Crosby, a popular speaker and the founder of Philip Crosby Associates--now PCA II--is also the author of several books, including Quality and Me: Lessons from an Evolving Life
(Jossey-Bass, 1999). To order a number of products, visit his Web site at www.philipcrosby.com or call (800) 223-3932. . |
