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Achieving Quality Results Through Blended Management

down & bottom-up implementation strategy for their site policy: Rochester Excellence... Customer Satisfaction. The site vision was based on four elements: Customer - The Finał Arbiter; Products and Services - First with the Best; Quality - Excellence in Execution; and People - Enabled Empowered, Excited, Rewarded (see Figurę 4).

Instead of a 17 point action agenda, this effort was based on six broadly defined critical success factors: improved product and service reąuirements definition, enhanced product strategy, six-sigma ąuality, cycle time reductions, improved education, and increased employee involvement and ownership. Each senior manager “owned” one of the six factors and assumed responsibility for plans and implementation. Once these factors were defined and communicated to all site employees, it was then up to each person to work with their manager and their peers to develop a set of five measures to track individual and team contributions. Over 350 employee teams were formed to work on improvement opportunities. Everyone monitored their "5-up"

Figurę 4. Customer Driven Quality at IBM Rochester.