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1480 E. Bethany Home Rd. Suite 130
Phoenix, Arizona 85014
MacayoÃ¯Â¿Â½s Mexican Kitchen began in 1946 when Woody and Victoria Johnson opened their first restaurant in Phoenix, Arizona. Still family owned and locally-operated, today Macayo's has over 1,100 employees and 17 restaurants, including three in Las Vega ... more
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Gary K. Johnson had a brainstorm.Like the enlightenment of others before and after, this special moment of understanding transformed his view of business lives, missions, customer expectations.Yet it was a principle of action so simple, so transcendant he never saw the point till he himself was at the point.The view from next doorJohnson was president of WMI Corporation, producing management training used by many industries.he would been asked by several trusted clients to develop a new, practical approach to what we call today Total Quality.Many followed the prevalent quality model--based on quality processes espoused by giants like Deming and Juran and derived historically from manufacturing settings.Superstitiously, too many CEOs slavishly followed form, not substance.And some widely-heralded quality initiatives bit the dust.Johnson's later research revealed that, of all American jobs, 85 % did not involve manufacturing-type processes.More important, many quality initiatives left no room for handling real-world customers and their expectations while the organization re-formed itself.That was not consistent with the best quality theory--just the way it turned out.Still, Johnson pondered what needed to be done to make quality initiatives truly succeed.The unexpected Christmas presentGary Johnson had spent months interviewing clients, conferring with colleagues, retreating to think things over.No answers at hand, he decided to spend the post-Christmas holidays with his wife in the Caribbean.Access to information is what motivates change and improvement..
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