Creating a High Performance Service Organization: A Case Study
Issue 1, 1992

In recent years, quality management techniques have once again captured the imagination of management in industries around the globe. However, while the techniques have a ready and obvious use in work process redesign, their application to organizational change is less obvious. A recent Arthur D. Little engagement demonstrates that "rethinking the business" requires integrating the quality-based redesign of work processes with organizational restructuring and resource allocation - while maintaining a clear focus on the interests of customers, employees, and owners. In this article, we demonstrate a process for linking the best theories of organizational design with the practical application of quality concepts to lay the foundation for a High Performance Business.