Deming Point No. 14: The Final Chapter

Point # 14 - Put everybody in the company to work to accomplish the transformation. The transformation is everybody's job.

This can also be equated to bridging the “Knowing-Doing Gap.”

We noted in previous articles that for most companies, successful CRM would require organizational transformation. Robert H. Miles wrote an article offering advice for those seeking to transform enterprises. He noted that successful transformations share five attributes:

1.      They thrive on energy. Some resources must be created to support the transformation; others must be reallocated to signal intent and conviction regarding change.

2.      They are led by vision. The leader must create a clear and compelling vision of a desirable future state

3.      They are based on a total-system perspective. The goal must seek to move the organization boldly from an initial state to a vision state by simultaneously articulating all the major elements of the whole organization

4.      They are embedded in a comprehensive implementation process. A sustained process of learning and orderly orchestration of all the pieces is required to achieve the vision state.

5.      They demand a transformational leader. The leaders must be…