A Lean Journey 
This
month, ASQ’s CEO, Bill Troy asks if quality is
ambitious enough?
We
have all gone through some kind of conversion. We know in our hearts we
can help make this world work better. We don’t need to be over-the-top,
but we should have the confidence to tell our story, understand our own value,
and inspire others. How
do we encourage those who work in quality to understand their own value? How
do we spread the message of quality in a marketplace overflowing with ideas
about how to boost profitability and ever-changing management trends?
job of a quality professional is not easy. You have to want to make a
difference because there are those who will put up a fight. Quality assurance
can be a thankless job, if everything goes right, the project managers get the
credit, if something goes wrong, quality management gets the blame, after all
they touched it last.
assurance is all about character, courage, activism and passion representing
the moral qualities, ethical standards and principles to fight for quality. Quality
professionals must be able to challenge the current norms and take on
executives that balk at change. Those in quality understand the need and role
of quality in the organization yet the further you are from the customer the
more likely this understanding is lost.
should be part of the culture of the company. Employing quality methods
and practices in everything you do provides a firm foundation for your business
and can be a determining factor in your success.
Quality
must go beyond our product or service. We cannot add it at the end of the
line or inspect it into the product. At best that is only a false sense of
security. If we want a quality product it must be made with quality processes
by quality minded people. A focus on quality must be intrinsic to the company
culture and practices for the customer to take notice.
Quality is not something we can rely on a single person or group to perform. The
responsibility of delivering quality products and services to customers lies on
the shoulders of every single individual who is even remotely associated with
the organization. It is not only the management but also employees irrespective
of their designation, suppliers, clients, customers who need to come up with
improvement ideas to make foolproof systems and processes to deliver quality
products which meet and exceed the expectations of end- users.
quality organization understands that the realization of quality must be
continually energized and regenerated. Successful implementation of a quality
focused organization requires ambition, commitment, and patience.
is the driving force for change. Ambition can be developed in an organization,
but it must be held first by senior executives in the enterprise. And, if the
organization is to be more than a collection of ambitious individuals, its
leaders must be able to articulate a shared, compelling purpose and must engage
others in its pursuit. In sharing their dreams, leaders encourage others to
dream, and to perform.
is wanting to move to the next step. Sometimes opportunity is staring us
in the face but we may not recognize it. Ambitious people look at the status
quo and see ways to do things differently. Ambition may be the driver that
challenges assumptions. Part of a leader’s responsibility is to identify the
need for positive change and to usher in that change. Looking to do things
differently can be a force for the good.
my opinion successful businesses are those that not
only sell quality to their employees but make it part of the culture
or what they do daily. The organization must make quality a top priority for
everyone in the company, from top managers to the workers building product.
Excellence in quality improves customer loyalty, elevates brand position,
reduces cost, attracts new customers, and draws the best and brightest talent.
A strong orientation for quality helps to achieve business goals. Achieving
excellence in quality provides significant momentum for the business and is a
source of pride for all employees. A comprehensive quality management system is
a key attribute to the longevity and success of an organization.
Unfortunately, there are not enough organization that understand that going
beyond quality is the means to bring value to customers. Too many waste their
resources on things the customer doesn’t want. Too many look at their
competition instead of listening to their customers. Too many can’t sustain
their initiatives for even several years. As quality professionals and the like
it is our responsibility to continuously improve how we bring value
to the customer. Going beyond quality brings true, lasting value.
part of the ASQ Influential Voices program. While I receive an honorarium from
ASQ for my commitment, the thoughts and opinions expressed on my blog are my
own.
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