Title: Lost in the Unpredictable World
Within quality management our focus is very much on manufacturing. This can be seen in the membership of quality organizations, but also in our textbooks and courses.
Part of this is caused by the language we use and that is not appealing to services. But there is a much more fundamental reason: some of our basic beliefs and tools are in contradiction with the essence of front end service situations involving human interactions. We are not properly equipped to tackle this unpredictable and complex environment.
By adapting the Cynefin framework for leadership and decision making, we have developed an alternative quality approach that is much better fitted to solve complex problems in the unpredictable world. We will present this model and use healthcare to illustrate how it works and in what way it differs from a classical quality approach.
Willy Vandenbrande is the founder and President of QS Consult, a European consulting agency that assists organizations in various aspects of Quality Management. He has delivered presentations at many international conferences (WCQI, EOQ, IAQ) and has written numerous articles on Quality Management.
Willy holds a Masters degree in Civil Engineering and a Masters Degree in Total Quality Management. He holds a Six Sigma Black Belt Certification from the American Society for Quality (ASQ). Willy is an ASQ Fellow and an Academician of the International Academy for Quality (IAQ). Within IAQ he is the chair of the Quality in Planet Earth Concerns Think Tank. In 2019 he was awarded the ASQ E. Jack Lancaster Medal for outstanding leadership in promoting quality worldwide.