Re: System Measurability LO3590

The Wolff Group (jzavacki@epix.net)
Wed, 25 Oct 1995 11:05:46 -0400

Replying to LO3375 --

In response to:

[...quote of entire msg by Mike Ayers deleted by your host...]

If you define quality as a value scheme, then it is measurable only by =
the observer, within some general parameters, but affected by the =
personal hermeneutic of the observer. The historical relativity of the =
work "closet" may hold sexual connotations, memories of an abusive =
parent, or memories of the smell of pipe smoke, mothballs, and a good =
hidey-hole in which to read comic books. In a commercial enterprise =
quality should be defined by the customer, with the help of the =
supplier, and the subcontractors (whether they be manufacturers, =
schools, hospitals, etc.). In your particular case, "to increase =
productivity" should have keyed a customer-supplier dialogue: what are =
the critical, major, and minor characteristics of management's =
perception of productivity? What are acceptable levels (tolerance =
bands) of improvement? Is there interference, tolerance stacking, etc. =
across the dimensions of perceived productivity, and what is the =
measuring instrument, frequency of measurement.....

By using the other tools of systems thinking, you can avoid the ladder =
of inference coming into play. Quality, as a science, begins with =
agreed upon definitions (hence NIST and the sacred inch standard).

--
jzavacki@epix.net=20
	John Zavacki
	The Wolff Group
	900 James Avenue
	Scranton, PA 18510
Phone: 717-346-1218	Fax: 717-346-1388