Amanda Car is a quality management troubleshooter who has been brought in as a consultant by the Werner Corporation (TWC). TWC is applying the principles of quality management in an attempt to continually improve every aspect of the company's performance - something it must do to compete globally.
TWC's top executive has done everything right as far as he can tell. The company has a good strategic plan, employees are involved and empowered, executive-level commitment is in place, and there is a unity of purpose from top to bottom in the organization. Employees and executives alike want the company's performance to improve, and they all want to do their part. Unfortunately, things are just not improving. Something is wrong, but TWC's management team has been unable to determine what it is. Hence, the contract with Amanda Carr.
Amanda thinks she has found the problem. TWC's managers and employees have plenty of want-to but very little know-how.
Questions:
Training is needed from top to bottom in the company. How should Amanda proceed?
What types of training are needed?
How should it be provided?
What obstacles will have to be overcome?
How can they be overcome?