The Change Agents Handbook

Foreword

by John Perry

Without an aim in mind and a plan to back it up, trying to improve quality can be like Joe's fishing trip. He starts up the boat, sets up the rod and reel, and away he goes. The first problem is that Joe has never fished before and three miles out hits a big marlin with a small rod purchased from a corner store with a 10lb line. The other problem is that the engine just cut out and won't restart, and the auxiliary outboard motor has no propeller. Soon the fact that Joe can't read a compass doesn't matter anymore!

You may never have been fishing or even sat in a boat, but if you work in an organization that's trying to find its way on the quality journey then you may well face the same predicament as Joe. Research tells us that many North American organizations who s tart a formal quality initiative lose their way or give up within two years, in the process wasting a lot of time, effort and money. Many household names -- institutions as well as companies -- have 'gone down' with guns blazing, blaming their own workforce, costs, deregulation, unions and a host of other reasons for their own failures.

But losing market share, losing the confidence of customers, or going out of business are not punishments from god -- they are usually the result of an inability to change and improve the way things get done.

Quality improvement is not a motivation program or a spasm of enthusiasm for some passing fad. It's a system of management that can be learned, understood and applied. However, as David Hutton outlines in this book, it takes champions to make this happen . Without the dedicated efforts of these change agents, it's 'Mission Impossible' for an organization to learn new ways.

These people need help and guidance, and a book to help quality champions is a great concept. I know from personal experience that it will help you avoid false starts -- not to mention ulcers. If you're a change agent, or want to be one, then use this book as a compass to stay on track. If you're the boss who needs to create a climate in which people can create change for the better, this book is more than a compass, it's also a rudder.

Quality improvement is a journey which is deceptively simple and endlessly complicated. The ideas outlined in this book are not abstract, they are proven and practical and will help you to start out on the right course -- or if you're off-course and sinking, help you to repair the damage and get back on track.

I am pleased that David Hutton has put together this long overdue book for 'quality champions'. It will directly help anyone who is serious about the pursuit of excellence.

John Perry
Toronto, Ontario

The Change Agents Handbook

Foreword

by John Perry

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