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Friday, March 18, 2011

Lean Quote: Quality Improvement is About Management Improvement

On Fridays I will post a Lean related Quote. Throughout our lifetimes many people touch our lives and leave us with words of wisdom. These can both be a source of new learning and also a point to pause and reflect upon lessons we have learned. Within Lean active learning is an important aspect on this journey because without learning we can not improve.

"Quality in Client Services is a Team Issue, Top to Bottom." — Joseph L. Mancusi, Ph. D.

Before any action is taken, the management team must know and understand the areas where improvement can be noted.  Often, the problems are poor cooperation, poor communication, lack of commitment to team goals, poor management training and distrust of senior management.

By questioning workers in an interview or through a survey, managers learn how the organization is seen by the employees.  Go to the Gemba and engage the workforce to find what bugs them. They will show areas for improvement in management, morale, productivity and quality.  The first step to improve quality is to improve management team functioning.

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