Robert Pirsig and Quality
Arun Sawhney
some of the philosophical thoughts on Quality - for example
of Quality being a point of experience where subject and
object differences arise. I found it similar to the "Moments
of Truth" work done by Jan Carlson, but that preceded his
books. Both his books - Zen and The Art of Motorcycle
Maintainence and Lila: An Enquiry into Morals - are
tremendously important books on Quality for what they
explain.
I was carried into this thought process by the recent talk
on Quality being dead..since Pirsig talks of Quality being
the start process - the birth of everything!
I wonder if anyone has read/ heard of anyplace where this is
still debated?
Do keep me posted!
--
Arun Sawhney
Dy General Manager and Head
Business Process Management
Escotel Mobile Communication Ltd.
A 36, Mohan Cooperative Industrial Estate
New Delhi 110 044
INDIA
Tel. 91-11-6959364
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ar...@qualityservice.com
P. Malinee
> I wonder if anyone has done any work towards implementing
> some of the philosophical thoughts on Quality - for example
> of Quality being a point of experience where subject and
> object differences arise. I found it similar to the "Moments
> of Truth" work done by Jan Carlson, but that preceded his
> books. Both his books - Zen and The Art of Motorcycle
> Maintainence and Lila: An Enquiry into Morals - are
> tremendously important books on Quality for what they
> explain.
>
> I wonder if anyone has read/ heard of anyplace where this is
> still debated?
Arun-
IMHO Pirsig is what underpins the ideas of fitness for use and customer
satisfaction. Quality is the essence of the experience of customer
interacting with product/service. Understanding and controlling the
nature of the interaction between customer and product/service is the most
effective way to improve quality because the result is either a product
that is more fit for use, or a more satisfied customer, or both.
Unfortunately, Pirsig's work requires a reading of the entire book ("Zen")
for readers to achieve understanding of his views. I wish there was a
CliffNotes or Monarch Notes version of "Zen" or some journal-type articles
that describe Pirsig's views succinctly and simply. In my view, it is
unrealistic to expect busy managers to read "Zen" or "Leila"
cover-to-cover and there are no sections (at least in "Zen") that are
self-contained.
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PATRICIA MALINEE / \
Center for Health Services Research ( )
517-S Westlawn Bldg. \ Iowa City, \_
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patricia...@uiowa.edu FAX 319-335-8814 |_____________ )
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Efforts should not concentrate on the
Management of Quality
but, rather, on the Quality of Management
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