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Title: Experiences With Quality Circles
Author: Jack C. Green
Source: American Gas Association 1984
Year Published: 1984
Abstract: Are you confused by the consultants, the literature, the claims, the counter-claims, and the speeches of management experts about Quality Circles and their affect on the companies that have them? If your answer is a resounding yes!, Im not surprised. If you havent installed Circles in your company, it is easy to be confused by what you hear and read. In fact, even if you have Circles, its easy to be confused about what you read and hear. Today, I will show you what Quality Circles are all about. Thats not an easy task because the most important part of Circles is what many people refer to as The Intangibles. I know that your interest is primarily in the Customer Service area of the utility business and how that area can be made more productive, but Im not going to concentrate my remarks on your area for several reasons:

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