Sunday, June 12, 2011
Building a Quality Culture - Intolerance for poor quality and delivering on promises does it!
Had an engaging discussion with couple of friends yesterday. Among the topics was the troublesome topic of building a quality culture. What is it and how do you build it?
I am not qualified to comment on it but then have I cared about my qualification on anything? Haha.
IMHO building a quality culture is about having the right behaviors and achieving results. Everything boils down to this. If we all don’t behave in interest of quality ALL the time there is little chance we will build a culture that supports quality. And even more importantly if we don’t collectively achieve the results we set out for we don’t build the credibility that is so essential for a quality culture.
Intolerance for poor quality all the time is a key behavior management must demonstrate. This is even more crucial in moments of truth. Haven’t we seen leaders/managers talk much about customer and quality and then when rubber hits the road and the going gets tough these leaders/managers are the first to suggest cutting corners? If they are not the first they look around the room hoping and praying that someone even makes a hint of a suggestion for them to jump on it and agree.
Achieving results is critical to building a quality culture. Good results come from good processes (Yes, I know there is more to it…but this is a blog not an article). Good processes come from good people. Good people come to companies which have good results…and so on. If you want a quality culture, deliver on your promises.
In summary intolerance for poor quality and delivering on promises builds a robust quality culture. Agree/disagree? – let me know.