
104 Part II n The Step-by-Step Guide to the TIQM Quality System
Symbols
Symbols represent the organization’s Values and Mission.
Align your Symbols with the organization’s stated Values. Symbols must pro-
mote cooperation and Enterprise Values, and support Continuous Information
Process Improvement.
Staff
Staff are people who carry out the Value Work of the Enterprise.
Tap an IQ Leader who understands the Principles of Quality Management
applied to Information to lead the internal transformation and implementation
of IQ Management. This individual must be able to converse with all levels of
management and staff and establish the business case while defining the pro-
cesses for IQ Management. Coaching the CEO, along with coaching from an
external CEO coach is critical to success in the Integration Phase.
Leverage diversity among the workforce and develop and promote those
who are Stewards for the good of the Enterprise — not just their own interests.
Design jobs around value-adding activities and eliminate jobs that conduct
cost-adding activities.
A major bank had a department of 400 employees who did nothing more
than reenter bank transactions that failed to get entered correctly at the bank
branches. At $56 per hour, their work cost the bank more than $46 million per
year in people costs of Information Scrap and Rework, not counting facilities
and equipment costs.
Style
Style represents ...