Building and Sustaining a Culture of Quality

Concurrent Session

M20 - Finding the Invisible Hand: Four Tools to See the Unseen

Monday, April 30
1:30 PM - 2:30 PM
Location: WSCC Ballroom 6B

Level: Basic

Dr. W. Edwards Deming noted that "the most important figures that one needs for management are unknown or unknowable … but successful management must nevertheless take account of them." This session introduces four tools to help us see the unseen and know the unknown. These include five dimension thinking, which provides a framework for understanding and integrating experience, measurement, relationships and systems thinking, interconnectivity and paradigm logic, and value sharing; dynamic leadership, using a model that integrates stability with agility by facilitating the sharing of resources to accomplish the common good in the relationship; relational economics, which utilizes the power of relationships and measures the impact of relationships on organizational viability, including the use of the Net Promoter Score® to measure the strength of relationships; and social network analysis, which makes visible the informal infrastructure of the organization.

Learning Objectives:

Richard E. Winder

Leadership Dynamics Research Institute
Haslett, Michigan

Richard Winder is Research Principal at Leadership Dynamics Research Institute. He also serves as Deputy Director/Finance Manager of the Michigan State Bar Foundation. He began research and writing regarding the power of relationships in 1990 and identified a five dimension structure for organizational effectiveness, along with a leadership model based on that structure, in 1992. He used that model and the five dimension structure in the development of several quality workshops and a four-day total quality leadership seminar. Through his work at the Michigan State Bar Foundation he has helped with the development of Michigan Legal Help, which provides legal information and automated legal forms for low-income Michigan residents.

Mr. Winder has a law degree from Brigham Young University and a Master of Business Administration degree from University of Michigan-Flint. He is past Chair of the Lansing-Jackson Section of ASQ. He has published a number of articles, conducted several workshops, and made a number of presentations on quality and leadership nationally. His topics include resilient leadership (integrating stability and agility in a five-dimension leadership model), the power of organizational social infrastructure (discovering informal organizational infrastructure through measures of relationships), and relational economics (finding the invisible hand – from invisible hand to hand-in-hand). His current research focus is on strengthening customer relationships through an understanding of their motives.


Send Email for Richard Winder

Brenda Bishop



Send Email for Brenda Bishop


M20 - Finding the Invisible Hand: Four Tools to See the Unseen


MP3 Audio

Presentation Slides



Handout 2up Slide

Synchronized Presentation + Audio

Presentation + Audio



Attendees who have favorited this

Please enter your access key

The asset you are trying to access is locked. Please enter your access key to unlock.

Send Email for Finding the Invisible Hand: Four Tools to See the Unseen