Tuesday, October 23, 2012

Going Beyond Quality Brings Value to Customers

This month Paul Borawski raises the question about going beyond the traditional quality function
My question is, how well understood and embraced are the contributions of the quality professional beyond what is traditionally thought of as the quality function? 
Quality 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. 

In 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. The final product and goal of the organization is creating value for consumers.

A quality organization understands that the realization of quality must be continually energized and regenerated. Successful implementation of a quality focused organization requires commitment and patience, but the rewards are substantial. Beyond the obvious practical benefits, organizations become empowered to solve persistent process and performance challenges while raising the expectations they set for themselves. 

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. 

I’m 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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