有位搞了多年全面质量管理工作的同志说:“‘TQC’实质是‘头QC’,只有企业领导抓这工作,才能发挥它的效应。否则,单靠基层的QC小组活动,是不能解决更多问题的。”开展QC小组活动是加强管理的基础。但这个“尾QC”不能代替“头QC”。我问过一些基层单位的领导:“局里是谁抓你们全面质量管理工作?”答:“办公室的×科员。”我又问:“局长下来抓通信、抓服务质量,过问你们的全面质量管理活动吗?”答:“没问过。”看,原来是两张皮、两拿着。全面质量管理是以工作质量保通信质量,而PDCA循环,不能局限在班组或单位的小范围内。现代管理有一条叫“封闭原理”,讲的是管理必须构成一个连续封闭的 A comrade who has engaged in comprehensive quality management for many years said: “The essence of ’TQC’ is ’head QC’. Only the business leaders can grasp this work to exert its effect. Otherwise, the grassroots QC group activities alone cannot be solved. More questions.” Launching QC group activities is the basis for strengthening management. However, this ”tail QC“ cannot replace ”head QC“. I asked the leaders of some grass-roots units: “Whoever grabs your total quality management work?” A: “The X-members of the office.” I asked again: “The director has come down to catch up with the communication, grasp the quality of service, and ask you about your overall quality. Quality management activities?” A: “I haven’t asked.” Look, the original is two skins, two holding. Total quality management is based on job quality and communication quality, and the PDCA cycle cannot be limited to small groups or units. There is a modern management concept called “closed principle,” which says that management must form a continuous closed