[PEN-L:5206] Shameless TQMers

[D Shniad <shniad@xxxxxx>]

Gandhi and TQM

I flew down to the States to visit some friends this weekend and
happened to pick up the flight magazine called "SKY".  It contained
one of the more offensive TQM-type articles I have come across,
entitled "A Clue from Gandhi".

A typical quote:

"[Mohandas Gandhi's] commitment was to serve the poor and
downtrodden -- they were his customers.  He walked among them
talked with them, understood their needs, lived among them
and ministered to them.  His personal commitment was an example
to others.

For a business to be customer-focused, the leadership has the
responsibility to demonstrate a personal commitment to the
customer.  Interacting with clients, listening to their concerns,
and making decisions based on their desires are some of the
manifestations of leadership by example in a customer-focused
company."

Comparing Gandhi's work with the poor to business executives
hanging out with their customers seems a bit of a stretch!  The
consultants who write this kind of crap really seem to have no shame.


[This comes from Solinet.]