A 21st century appreciation for: quality, excellence and complex human adaptive systems

摘要

Purpose - The purpose of this paper is to develop a coherent theory and strategy for the achievement of quality outcomes that is meaningful and relevant to people at all levels of society. These should help the quality professional engage with people at all levels of society in the development of a culture that appreciates quality, systems and excellence. The research draws on the work of the community quality councils movement in the USA and sought to build on this experience in a village in northwest Ireland. Design/methodology/approach - Action research employing an ethnographic type approach to a four year immersion period in a small industrious community. Its inductive nature and naturalist mode of enquiry did not lend itself to either the generation or analysis of quantitative data. Nevertheless it yielded many rich complex pictures or patterns of qualitative information requiring long periods of reflection to decipher the sense and meaning in them. Findings - The findings can be encapsulated in one sentence "To achieve quality outcomes we must practise excellence and maintain systems that are fit for purpose". This requires a radical reworking of Deming's system of profound knowledge (SoPK) to make it relevant to the human complex adaptive systems that permeate the twenty-first century. These operate as autonomous service providers in a rapidly changing environment. Research limitations/implications - The findings of this research have transferability to all sectors in society pursuing purposeful activity. It is relevant at individual, interest-group, industry, institution and community level. It should make the development of a "quality culture" more attainable at all levels. Practical implications - Provides quality professionals with new terminology and imagery to engage with, analyse and help autonomous human activity systems in the twenty-first century. It moves Deming's SoPK to a new level more suited to human systems. Social implications - By explaining quality, excellence and systems in easily understood and accepted terms the Grange Excellence Model allows every individual, interest-group, industry and institution share the same language and images as they pursue quality outcomes. This unified approach could transform communities and society in general. Originality/value - The research generates a seismic shift in the appreciation of quality, excellence and systems making them relevant and meaningful to people at all levels of society. This provides quality professionals with a methodology, images and vocabulary that will facilitate productive engagement with purposeful systems at all levels of complexity.