2. Workers with Hearts: Human Relations & TQM Dr. Joe O’Mahoney 2007 0790613349

5. The Failure of Rationality? 0790613349

6. Late 18 th century art 0790613349

7. Early 20 th century art 0790613349

9. Human Relations 0790613349

12. Total Quality Management 0790613349

13. Japan v USA: a story of quality 0790613349 1950 1985 2000

15. Supplier Inspection Incoming Inspection Fabrication Inspection Sub-product Test Final Product Test Field Service 0.003 0.03 0.30 $3 $30 $300 Cost of finding and correcting a defective component The Cost of Low Quality 0790613349

19. Traditional v TQM Philosophy 0790613349 Flat Organisations Hierarchy Multi-skills Specialisation Quality is free Quality costs Machines are marathon runners Machines are sprinters Managers Support Managers tell Workers Are Experts Workers are Drones Quality is built in Errors are inspected out

22. However…. 0790613349

23. International Comparison 0790613349 55% $178 54% 1 Rest of World 84% $35 70% 47 Japan % from operators Av. value of reward Percentage accepted Suggestions per employee p.a.

28. Thank you 0790613349