QICID: 15063

The use of statistical tools at Saginaw Division improved quality substantially while reducing cost and improving delivery at the same time. Although the statistical methods are credited with much of the improvement, effective implementation of knowledge into a work force is key to its success, while poor implementation results in failures in industries. The commitment of management to allowing behavioral change in the organization is critical, but group dynamics, communication skills, conflict management, establishment of group norms, and other soft-sided issues are also important factors in many cases. A mission agreed to at Saginaw led some teams to surpass other group efforts, while those without specific goals faltered. Goal setting is important, but it is management's continual support, guidance, and willingness to address soft-side issues that ultimately influences the inculcation of quality philosophy in the organization and results in the integration of statistical tools.

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