Concepts For Managing In Turbulent Times: Received Wisdom From Dr. Deming

Abstract

This paper reflects on management in situations of variation, uncertainty and change in relation to using views and concepts from Demings Systems of Profound Knowledge and his book Out of the Crisis. The paper focuses on crisis-like events not generally associated with normal operations, otherwise called new realities. In doing this, the paper relates concepts from Demings Systems of Profound Knowledge and views from Drucker and Dewey. The paper induces concepts for managing effectively in turbulent times and relates this to the Tylenol case of 1986. Logically inductive inferences resulting in a conceptual model are developed for effective management in turbulent times using an analytical-conceptual methodology. The model proposes that in turbulent times, leaders should adopt a learning management approach, which includes understanding variation, communicating effectively and timely, cooperation, and adaptation, leading by given hope and direction and focusing on the customer, not the figures.