Toil and trouble [systems approach to management]

This is the seventh article in a series which has used characters from the plays of William Shakespeare to illustrate the systems approach to management, a methodology derived from the author´s practical experience in applying the techniques espoused by W. Edwards Deming. The main elements of the system are: a management philosophy; education of the workforce; a system of measuring processes; determination of the causes of variation; identification and involvement of customers; and a structured quality organisation. This article summarises all elements of the system and shows how they must be applied in an organised manner.