Establishing Customer Requirements in Multi-Sector Coastal Policy-making Toward Global Quality Coastal Zones
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概要
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If you were asked could someone with a few methods and tools change the style, values, processes, practices, and investments of all major businesses everywhere in the world in 15 years, you would probably say "impossible!". However, this actually happened between 1980 and 1995 ; it was called the Total Quality Movement. This article explores whether the same tactical system used in that movement might similarly transform coastal zones all over the world in the next 15 years. Coastal zones are both vital to hundreds of millions of people and rapidly eroding as resource bases for people and animal life-the people are causing demise of the very resources they depend on. Many stakeholders are involved, though not with each other directly. Most of these stakeholders neither handle future effects of present actions nor other stakeholder responses to their present actions. The question then arises of how to get to do so. This article presents customer requirements gathering as a powerful, viable and proven technique for resolving stakeholder conflicts and refusals of future effects. Customer requirements gathering is a principal technique of two movements-the total quality and global quality movements-both of which offer other tools directly resolving coastal zone policy issues. This article presents the systems science basis of coastal zone "linkage" problems among stakeholders and the two movements, total and global quality. Twenty-one problems in coastal zone policy-making possibly handled well by tools from these two movements are examined briefly. Then detailed examination of the role of gathering customer requirements in handling coastal zone problems is made : the concept of customer, the role of customer requirements in resolving stakeholder conflicts, what customers of policies require of them, what businesses know about customer requirements gathering, what beyond gathering such requirements is needed, implementing customer requirements gathering in coastal zones. The article closes with a broader examination of global quality tools in general applied to coastal zone issues : changing commonsense as definition of policy victory, a sequence of quality tools which create kinds of modesty needed for further change, Japanese policy problems that resemble coastal zone problems and were solved by quality tools, handling the cognitive deficits of poverty using quality tools, examples of policy applications of such tools, and comparison of global quality with other coastal zone policy-problem solution approaches.
- 関西学院大学の論文
- 1999-08-31
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