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Quality = Success.

January 22, 2014

Daily ReadQuality = Success.

 We live in an imperfect world: People make mistakes and machines break. Regardless of what your business is, delivering quality service or products is the No. 1 driver for a firm’s success. After all, growing sales is a heck of a lot easier when your foundation business remains consistent. How do you make sure quality is exceptional at your firm? Here are five tips to improve quality fast.

  1. Measure and Measure Some More. Two key performance indicators (KPIs) you should deploy today are quality escapes and quality captured. Mistakes fall into two categories – those that were captured internally and were never seen by the client and those that escape. Measuring the effect these mistakes have can help your team understand how/why they are so important.
  2. Focus on Process, Not People. In most cases, the defect is the process, not the person you trust. Remember that, and fix it by adding process steps or new checks to the system.
  3. Meet Weekly. Initially the meetings will be long and tedious. You need to discuss with all the players each quality issue that occurred, and get to the root cause. Confidence in your team will build as well as the speed and accuracy of catching problems.
  4. Create a Quality Chart. Sort the biggest quality issues by category and focus in on the big issues and work on them until they are small issues.
  5. Make It Public. Place your quality results in your lunchroom or break room so everyone should see this is a company emphasis and you want to improve in a transparent way.

How do you control quality to insure your company’s success?

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