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Performance Breakthroughs Are the Result of Human Choices, Not Technological Wizardry

Summary: Performance improvement theories based on technical or scientific factors fail to consider the importance of human commitment. A case study of a large pharmaceutical company demonstrates the power of the convergence of teamwork, individualism, commitment, and leadership. Over a period of seven years the company struggled with production problems that defied solution and became a source of frustration for everyone involved. Conflicting interests damaged careers and created resentment that compounded the problem. Analysis revealed that there was no core cause, and that each interest had part of the puzzle and, consequently, part of the solution. The convergent process uses ten principles to bring all elements of the organization into a committed effort to resolve the problem. As a result, production rates increased markedly, quality problems dropped, manufacturing costs decreased, and damage to employee commitment was eliminated.

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  • Topics: Process Management, Problem Solving, Leadership, Human Resources
  • Keywords: Business process reengineering (BPR),Case study,Commitment,Communication,Problem solving,Leadership,Management styles,Performance objectives,Pharmaceutical industry,Human relations
  • Author: Davis, Larry N.
  • Journal: Journal for Quality and Participation