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Introduction .................................................. .................... 9
Purpose of the Primer .............................................. 10
Background .................................................. ............ 10
The Five Cornerstones of TQL ................................ 12
Basic Concepts .................................................. ...... 14
Section 1: Definition of Total Quality Leadership ........... 17
“The application of quantitative methods . . .” .......... 18
“. . . and the knowledge of people . . .”...................... 18
“. . . to assess and improve . . .” ................................ 19
“. . . all significant processes within the
organization . . .” .................................................. ..... 20
“. . . now, and in the future.” ...................................... 21
Section 2: Adoption of the Deming Philosophy ............. 23
The Economic Rationale for the Practice of TQL .... 24
The Three Components of the Deming Philosophy .. 27
Viewing and Managing Organizations as Systems . 29
The Role of Leaders........................................... ...... 32
Section 3: DON Implementation Approach ................... 35
Process Management .............................................. 37
Strategic Management ............................................. 39
Strategic Measurement ............................................ 43
Strategic Management and PDCA ........................... 44
Organizational Implications of Strategic
Management .................................................. .......... 44
Section 4: TQL Roles and Management Structure ....... 47
Process Management and the Structure of Teams . 48
TQL Team Structure and the Chain of Command ... 52
Section 5: Application of the Scientific Method ............. 55
Use of the PDCA Cycle ............................................ 56
TQL Adaptations of the PDCA Cycle ....................... 56
Summary .................................................. ..................... 61
Bibliography .................................................. ................. 63
Deming’s 14 Obligations of Leadership ......................... 70


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