TITLE : TEAMING FOR QUALITY IMPROVEMENT: A PROCESS FOR INNOVATION AND CONSENSUS.

 
CONTENTS
 
PREFACE  ix
ACKNOWLEDGMENTS  xiii
 
Part I
Concepts: Thinking About It  1
 
1  THE IDEA  3
 
2  THE SINGULAR FACE OF QUALITY  7
   Typical Quality Definitions 8
   My Definition of Quality 9
   Quality Indicators and Measures 11
 
3  COMMITMENT: MYTH AND REALITY  15
   Individuals as Actors 16
   An Ethical Prescription, a Path to Commitment 18
   Commitment Defined 19
 
4  WHAT TEAMS ARE AND WHAT THEY DO  21
   Balancing Competing Interests 22
   An Economic Interpretation of Teaming Behavior 23
   Leadership 25
 
Part II
Applications: Doing It  29
 
5  THE PIC CONCEPT  31
   Phases, Stages, and Steps 32
 
6  PIC TECHNIQUES: TOOLS OF THE TRADE  41
   Process and Techniques 42
   Failure and Fear 43
   Techniques Menu 45
   Cognitive and Affective Techniques 46
   Techniques Descriptions 47
 
1
Divergence/Convergence (D/C) 49
 
1.1 Divergence, 49
    Nominal Group Technique (NGT), 49
    Brainstorming, 52
1.2 Convergence, 55
    Numbering, 56 Clarifying, 56 CDAM, 57
    Lobbying, 62 Voting, 62
    Convergence/Divergence Summary, 79
 
2
Stream Analysis 80
 
3
Cause/Effect (C/E) Diagramming (Fishbone/Ishikawa) 85
 
3.1 Factors Types, 85
3.2 Process Type, 90
 
4
Why-Because Pursuit 91
 
5
Process Internalization 97
 
5.1 Informal Process Internalization, 99
5.2 Formal Process Internalization, 101
 
6
Data/Information Accumulation 102
 
6.1 Information and Data, 103
6.2 Pareto Presentation, 104
 
7
How-By Pursuit 109
 
8
Force Field Analysis 112
 
9
Psychic Irrelevancy 116
Summary 119
 
7  COMING TOGETHER  121
   What Really Happens in a Teaming Room 122
   Kinds of Teams, 122
   Criteria for QAT Member Selection, 125
   When No EC/DT Matrix Exists, 127
   Team Leadership and Facilitating, 127
   Doing It, 128
   A Systems Theory of Decision Making 130
   The Quality-Survival Ladder, 131
   Parting Words, 132
 
APPENDIX I  Shuster's Laws  133
 
APPENDIX II Systems and Environment  135
 
BIBLIOGRAPHY  151
 
INDEX  155