The health-based quality management in the era of knowledge

يکشنبه ۱۵ اسفند ۱۳۹۵

Taher Mahdlu, Phd

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In the name of Lord of all Light



In the name of the Great lord of soul and wisdom

As no thought may transcend beyond that

The lord of all best attitudes and the creator of the universe and cosmos

Who grants the blessing of our livelihood and is our guide


The health-based quality management in the era of knowledge

First of all, I would like to extend my deep and sincere greetings to the respected audience, the elites and high ranked professional managers who are decisively working for the welfare of the human beings all over the world and gathered here for this purpose.

Also, I would like to express my gratitude to the organizers of such a great international conference of the twenty-first century’s managers.

And I’m deeply thankful for the authorities of the friend country, the United Arab Emirates and the thriving city of Dubai for their hospitality and holding this gathering in this magnificent place of Borj-al-Arab.

I started my speech with the poem of great Iranian epic poet, Ferdowsi and continue it with the rich, meaningful and ultra-national poem of the well-known Saadi that:

In creation of one essence and soul


Human beings are members of a whole

Other members uneasy will remain


If one member is afflicted with pain

The name of human you cannot retain


If you’ve no sympathy for human pain


The almighty, omnipotent, all-powerful and knowledgeable God created human with the purest nature and most beautiful form as the elite of the creatures in the universe and man was bestowed with the endless and infinite grace of God with limitless knowledge, power of thought and logic, dignity and virtue, free will and choice to be able to undergo the route of science and knowledge and find the solution to every unknown issue to achieve the sublimity and perfection.

Yes, to the will of the God, human beings deserve to enjoy sovereign and eternal superiority, fullest freedom and decent growth and excellence in all eras and generations across the universe. Health, wellbeing and a life full of peace and welfare, are the rights granted to him that should be safeguarded and maintained by the human beings. This has been emphasized and reiterated in the main and fundamental laws of all countries and international organizations of the world. The people of each country are the basic core of all changes and sustainable developments. Thus in order to establish peace and stability and  to avoid the killing of innocent people, the idea to establish the United Nations Organization was brought up for the first time by the then US president, Franklin Roosevelt in 1942. It was accurately defined and discussed in detail in the global conferences in Moscow, Cairo and Tehran in 1943. After ups and downs the United Nations Charter was signed by 50 countries of the world in 1945 and the United Nations was established officially. Pursuant to the resolutions of the UN, all states were invited to participate and cooperate in the global organizations and forums and were obligated duty bound to provide the necessary mechanisms to upgrade the quality of life and to guarantee the physical and mental health and wellbeing of their relative nations through the legislation of advanced rules on public insurance and social security.

Since the approval of the establishment of the UN, a transformation in the management system, including the economic, manufacturing and services was made by taking advantage of the experience and technical knowledge of developed countries in line with maintaining the human dignity and status and citizen’s satisfaction at the national and transnational levels. Then human-oriented scientists and the pioneers of management science, as well as the well-known, eternal and quality-oriented lecturers like William Edwards Deming (1900-1993), Joseph Moses Juran (1904-2008) and Philip B. Crosby (1926-2001) opened brighter horizons to the modern management in the era of knowledge, the acceptance of which was inevitable in terms of variety and multiplicity of needs of human societies and the necessity for the acquisition of products and services  with higher quality. It was introduced as a strategic decision. The discussion of quality management, especially in its comprehensive spectrum in the era of knowledge and wisdom and the world of science and technology has been so fundamental and important that if neglected by the organizations managers, will lead to a serious damage.

Studies on the scientific achievements, and thinking about the ideas of the above specialists had created golden opportunities and will show the potentials and capabilities of the thinkers and pioneers of science and technology. It will result in valuable and very positive outcomes in the area of the public health, increase of the security and safety rate in the society. It also deals with the developing countries’ serious problem of ailing economy in a scientific and basic way. Perhaps the great, unforgettable and effective innovations of Deming that made his a national hero in Japan and the results of his constructive and evolutionary ideas made Japan - that was known for its low-quality manufactures and even the Japanese automobiles hardly went up the roads- a great economic hub and now the high-quality Japanese products and superior quality goods along with its sublime and humane culture and society have found their way into the furthest points of the world and well-known around the world. The innovative and efficient approach of Edwards Deming - who’s known as the holder of “Order of the Sacred Treasure, Second Class”- based on “Statistical monitoring system” was very effective, efficient and beneficial
in the modernization of Japan’s ailing and static economy after World War II due to Japan’s rich culture, the preparedness of its committed and devoted workers for voluntary acceptance and efficient work, as well as developed citizens.

Bur the question remains why such successful approaches of Deming’s during those years was not that much effective for the western institutes and organizations, despite the fact that they were in serious demand for providing high quality products and service. Why Deming himself failed to put his approaches and viewpoints into action and faced many problems in his own country, the USA? He found the answer with more and wider studies in the cultural, social and political issues, including the stubborn resistance of the traditionalists, managers, and other employees who lacked motivation, knowledge and capability about the issue. The disorder made him think about newer ideas. He tried to find the reason of main and fundamental problems with the US Industry in 1980s well, review it and find solution(s). He finally found the “Seven Deadly Diseases” that prevented participatory management, system stability, productivity and progressive upgrading of product or service quality. By emphasizing on progressive quality upgrading and customer-orientation, he immediately sought to remove the following Seven Deadly Disease:

Lack of constancy of purpose, specific strategy and decisiveness in plans

Over-emphasis of managers on short-term profits, without taking the qualitative statistics into account,

Evaluation by performance, merit rating, or annual review of the staff qualifications and performance

Instability and insecurity in the management systems, Mobility of management, and no participatory management system,

Running a company on visible and available figures alone, disregarding the figures that are unknown and invisible, like qualitative and quantitative control based on the information and probable fluctuations in the production process,

Excessive costs like medical and health care costs,

Excessive costs of warranty, fueled by lawyers who work for contingency fees.

In addition to the above Deadly Diseases, he enumerates the following as the management obstacles:

Hope for a miracle and invisible assistance

Wasting time by seeking for patterns and ideas 

Projection and Excuses, such as “our problems are different” and putting the blame on others;

In order to deal with the issue in an appropriate way, improve and upgrade the quality, Deming offers three key principles of quality improvement, three basic types of quality and fourteen key principles for the management effectiveness as follows:

The use of statistical methods in the control processes, including quality and quantity;

Accepting that quality improvement is a hierarchic public responsibility, starting from the senior management to the lowest level, with emphasis on participatory management;

To have an all-inclusive and holistic view and practice in a systematic way, bearing in mind the impact of any minor work in the performance of the entire system.

Three types of quality are as follows:

The quality of the design and formulation of the construction or production of a product or service;

The quality of compliance and observing standards;

The quality of the performance in the production or rendering service.

The systematic and disciplined approach of such a way of thinking towards quality issues, gives rise to the following agenda in brief:

P: Plan

D: Do

S:  Study

A: Act

Adopting and Applying Deming’s fourteen key principles to manage health-based quality in the era of knowledge:

Create constancy of purpose toward improvement of product and service,

Adopt the new philosophy and apply it by the senior managers and other personnel;

Cease dependence on product inspection to achieve quality, replacing it with creation and control of quality during the processes;

Purchasing items and raw material from a trustworthy source, regardless of the principle of “only low price” through the methods of sampling, analysis and qualitative comparisons;

Attention to improve and optimize constantly and forever the process of production and service, in order to improve quality and productivity, and thus constantly decrease waste and avoid extraneous costs;

Institute training on the job, including occupational, technical and skills for the managers and personnel at different levels;

Institute modern method of leadership; pay attention to “What’s the problem” instead of “Who’s guilty?”

Drive out fear in the organization and avoid any tension and worriness;

Break down barriers between departments and promote team work and remove any unfair discrimination;

Eliminate slogans, exhortations, and targets for the work force Eliminate work standards (quotas) on the factory floor. Substitute with leadership.

 Eliminate pure quantitative objectives for the personnel and the managers and overlook qualitative objectives!

Remove barriers that rob the worker of his right to pride of workmanship, namely highlighting personnel’s good practice and creativity and creating the sense of pride and honor in them;

Encourage the personnel to improve their knowledge and institute a vigorous program of education and self-improvement;

Management commitment should be reflected in quality and efficiency and above principles and everybody in the company should be mobilized to accomplish the transformation. The transformation is everybody’s job.

In 1980, American TV channels broadcast a program called doctors’ instructions. In the program, Dr. Deming was asked why Japanese applied his instructions while Americans forgot him for 30 years. Deming replied: “It does not matter how old or how successful a Japanese director is; it is important that he is eager to learn and feels that this training will help him to advance his work to the best way.

Deming insists on reviving the “training forever” slogan, so that he says  it is not  necessary to give children money or scare them to learn their native language or understand the world around them.

Dr Henry R, founder of the British Deming Association in the first commemoration ceremony for Deming in Great Britain, “Man and His Message” stated that: “My latest conclusion is that, despite his intelligence, knowledge, understanding and experience, he was still humbly eager to learn from each source, so why do we stop learning with any excuse? “

Deming believes that victory and survival belong to the meritorious and states that those institutes that enjoy determination and will for the perpetual quality improvement, productivity and qualitative service and work with complete and constant diligence, will have more chance to keep survive.

Deming recommends to avoid slogans, preaching and targeting for staff and believes that most posters instead of focusing on their addresses, mistakenly attribute problems to employees; whereas the problems stem from the system. Posters that give awareness and information to staff in the field of work and performance management and talk about the training courses that have been organized by statistical information or promote intellectual supervision and leadership instead of “working harder”, keep the spirits of the personnel up in a way that they understand their relative manager and his/her performance in a better way.

Now, I take this opportunity to talk about my work experience and management practice during my 35-year work in this area. gift of dervish.

The speaker, I am Taher Mahdlou, a pharmacist with 35 years of experience and specialty on herbal medicine. I have management experience in the administrative and official and academic areas. Having the first rank both at the provincial and national levels in public and private sectors, I’m the director of Mahdaru Tooba Pharmacy Complex Cooperative, located in Nazarabad Industrial city of the Iranian Alborz province. We have managed to complete the construction of the complex and site and other working places in less than a year according to GMP principles. We equipped the above site and building, hired 25 work force and carried out necessary trainings with the collaboration of experienced scientists and managers and through the following:

participatory management based on continuous quality improvement and preventing from any fluctuations in the manufacturing process,

emphasizing on customer orientation and identification of the real demands of citizens,

scientific studies and extensive research,

extensive business and technical information and modern specialized knowledge,

a strong, efficient and skillful team,

careful scientific planning and financial and human resources management,

develop and share tasks and timelines,

qualitative and quantitative continuous control based on accurate figures and statistics, and

preventing any fluctuations in production processes

We inaugurated the above complex, attended by the Minister of Cooperatives, Labor and Social Welfare, related authorities and started utilizing Mahdaru Tooba Pharmacy Complex Cooperative. It could grow about 500% in hiring work force, about 400% in the variety and number of quality productions and was encouraged by the authorities and well received by the public.

It has been the best production and entrepreneur center both at the provincial and national levels, honored to be a member of the “Global Forum of the Economic Leaders of Islamic Countries”.

Having the honor to attend International Forum of Eurasian High Managers, I hope we accelerate achieving more success by taking advantage of your experience in this area. God Will!

In conclusion, I would like to share my suggestions with you in three parts to be studied and evaluated, and if possible included in the resolution of the UN International Management Conference of the 21st Century:

International Management and Planning Organization in order to assist and render consultation service to the underdeveloped and developing countries to advance their socio-economic objectives and qualitative improvement of their living standards, as well as their sustainable development;

The International organization of quality improvement and health enhancement in order to evaluate and quality measurement of the food and medicine products and other needs of human communities, with an emphasis on facilitating and expediting goods exchange and import/export, as well as thriving economy and assist the world states sustainable development

An international organization involved in the identification of potentials and capabilities and capacities of typically weak and developing countries in order to activate and boost their economy and assist people’s livelihood and quality of living and their development.

Thank you for your patience and letting me share my experience with you.        

May you have more happiness and a healthy life!

Head of Board of Directors and Managing Director

      Cooperative Complex of Mahdaru Tooba pharmacy industries

Taher Mahdlu, Phd



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