Quantum improvements in software system quality

Abstract

In 1989, U.S. West Technologies began implementing total quality management (TQM). TQM spread throughout the company. In retrospect, certain mistakes were committed. Ultimately, it was learned how to adapt and focus TQM to deliver not just incremental improvements, but quantum improvements in speed, quality and cost. Quantum improvement delivers 50% or greater reductions in cycle time, defects, or cost. The company began with goals in terms of number of people trained and number of teams started. More than 4,000 people were trained. More than 100 teams were started. Each team brainstormed problems--quality initiatives--and set about solving them. Each team met for one hour per week. A few years later a few teams were able to identify root causes and implement meaningful solutions, but most eventually gave up. The author studied the skill and abilities of successful and unsuccessful improvement teams. The mistakes the unsuccessful ones made and how the successful ones, continue to be different. The author presents five big mistakes the unsuccessful ones committed.