Developing an Environment Conducive to the Improvement of Value
When an organization and its leaders make progress on improving value through system change in each of the three categories, their beliefs and assumptions also change and evolve as to what environment is needed to support these efforts. This supportive environment can be outlined in five operating principles:
1. Quality problems almost always result from faults of the system, not the people involved. Faults of the system are manifested as mistakes of people working in the system. Most people want to do a good job. Defects associated with their work are stressful for them. Change the system and people will make fewer “errors.”
2. Frontline workers are essential to the improvement ...
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