Total Quality, Total Reward and Total Commitment

I’ve been reading bits of Richard Sennett’s The Craftsman1 off and on for some months. It has had many resonances, and I meant to write a post about it after reading its very first chapter. However, for now it is just part of one of the latter chapters that is fresh. Sennett refers to the work of W. Edwards Deming, the originator of the term ‘total quality control’. I was surprised at some of the quotes “The most important things cannot be measured”, “you can expect what you inspect” — in strong contrast to the metrics-based ‘quality’ that seems to pervade government thinking for many years whether it impacts health, policing or academia, and of course not unfamiliar to many in industry.

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  1. Richard Sennett, The Craftsman, Penguin, 2009[back]