IMPLEMENTING TOTAL QUALITY IN RESEARCH-AND-DEVELOPMENT

OVERVIEW: Total Quality is a powerful approach to building sustained competitive advantage, but it is often difficult for research scientists to accept TQ and integrate it into their daily work The authors have been successful in this effort by challenging and overcoming the myths about TQ, and customizing training to meet the needs of this often-resistant group. They have aimed to: 1) improve the systems that support research, thus freeing up time for creative work, and 2) get the strategic focus right They report that results have been impressive in terms of portfolio value, technology transfer customer focus, and employee satisfaction.