In 1879, Corning people met with Thomas Edison in his laboratory to discuss his requirements for a glass bulb to be used in encasing his new incandescent electric filament. Within a few months, a Corning hand shop was blowing bulbs to Edison's specifications. The letters Edison wrote about the bulb project, which remain in the archives, illustrate the of implementing Corning's first and most important principle, and the definition of quality: Meet the customer's requirements. In the 1980s, as competition became increasingly intense, the company began to look at new ways of managing its affairs. In 1983, Corning's management system was introduced. This system serves to formalize the many activities done in order to the customer's requirements so that none slip through the cracks. It provides new, more challenging performance goals for meeting the customer's requirements 100 percent--on time, the first time and every time. In addition to meet the requirements, Corning's management committee articulated three other principles: error-free work, the new standard of performance; manage by prevention, a new way to think about work; and measure by the cost of Ten activities were also identified as necessary to achieving total quality. They are the action steps: education, recognition, corrective action, teams, cost of quality, events, communication, goals, measure/display, and commitment. Popular wisdom holds that deploying a management into a technical staff group such as Corning's Research, Development and Engineering (RD&E) division, also called the Technology Group, is a hopeless undertaking. The subject has provided much debate among professionals and technology managers alike. Some companies have questioned the value of a management for RD&E groups and have exempted those groups from their company's process. No such exemption was granted at Corning. Some individuals set out to be as invisible as possible, to do the minimum required and hope that the whole thing would go away. It did not. The technology organization at Corning is a highly diverse group, consisting of approximately 26 percent scientists (mostly Ph.D. level), 28 percent technical and administrative support, 26 percent engineers, and 20 percent unionized hourly workers. Implementing the principles and actions was thought to be impossible in such a complex group. But, with no exemption, an attempt had to be made. What follows is the story of the implementation of the 10 actions, what was tried, what was learned and where the organization is, as a result, today. TRAINING WAS VITAL In the beginning, the company realized that training. was vital to the start-up and maintenance of any process. A Quality Institute was formed at the level and six instructors were borrowed from the divisions to serve for two years and teach quality awareness and process to all employees. This two-day course was taught to 28,000 employees, in six languages, around the world. As a result of needs identified by employees in the awareness training, four more courses were developed and taught to all employees: problem solving, communications and group dynamics, and two statistical skills courses. All employees in the Technology Group attended. The scientists and engineers had some serious concerns about all these courses were going to help them do a better job of inventing new products and processes. By and large, the Technology Group was unsatisfied with the training, and some improvement teams (QITs) took matters into their own hands by forming education corrective action teams (EDUCATS). These teams have taught each other everything from how to operate a scanning electron microscope to corporate survival skills. There have been marketing seminars for scientists and science courses for plumbers. …
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