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HBOK 1-422

Title Pushback Prevention
Author(s) John R. Schultz
Source Quality Progress
Topic Organizational Culture

Listening to Customers

Change Management

Abstract Quality improvement projects often struggle because team members and sponsors rush through problem resolution, forcing problem resolution onto process operators. Pushback and apathy from these operators is often the result. Improvements can cause concern for a number of reasons, including fear of change, lack of understanding of the vision behind the improvements, and flawed proposed improvements. A case study of a hydraulic tools manufacturer demonstrates the need to manage resistance to quality improvement. Improvement can be sustained using a four-step process: create awareness, make a plan, modify and improve, and standardize and sustain.
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Reference Code 1-422

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