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Quality & You

LEO Revisited: The benefits of “Listen, Enrich, Optimize”

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    [post_content] => I have mentioned “Listen, Enrich and Optimize” in previous articles and I'll probably mention them again. They are the main principles of my LEO methodology and they are integral to "Quality is Everyone’s Business” (QIEB) philosophy.  We use QIEB to ensure that everyone in the organization is driving toward the same goal of Quality. LEO helps ensure that this transformation is sustainable.

Why must we as individuals “listen” better to our customers, suppliers, co-workers and our competition? All too often, we dedicated ourselves to collecting data associated with a problem without asking deeper questions like “why” and “how” that might give us better clarity about the processes behind the data. Watch and observe what works and what doesn’t.  Understand and empathize with all your stakeholders until you “get it.” How they express what they need; how they define their expectation of Quality; what it takes to make them delighted and enthused with you, your employees and your company – these are the realizations that will ultimately redefine the level of service you offer and provide.

[pullquote]We use QIEB to ensure that everyone in the organization is driving toward the same goal of Quality. LEO helps ensure that this transformation is sustainable.[/pullquote]

When I say “Enrich,” I mean to point out a process that guides us toward what we should do once we have full knowledge of the situation. In other words, if listening leads us to lessons of how we may improve, then enriching means putting those lessons to work thereby increase our potential to achieve a successful solution. Here we apply some logical organization to how we are going to use our data. What does the data tell us about how we currently do things? How can we implement the data and when? If this sounds somewhat familiar, it should, since it echoes many of the aspects of the Quality Mindset that we constantly refer back to in QIEB: Honesty, Integrity, and Resistance to Compromise.

Ultimately, once you and your entire organization have gotten the processes and procedures honed down and working to meet and exceed the needs, wants and desires of your customers, both internal and external, then you must keep raising the bar. That’s the point of “Optimize.” The goal is not just to put out a fire but also to prevent it from happening again. We can challenge known solutions and compare them against other solutions you have discovered; select the best ones and constantly subject them to every situation they may encounter. When you have corrected for any and all possible shortcomings, start the process over. Ultimately, we will never settle for just “good enough” again.

We can spend quite a bit of time on sharpening our LEO skills. By Listening, we don’t get complacent. By Enriching, we strive for perfection. And by Optimizing, we look at Quality as a universal, everyday goal, not an exception that rests with a few people. Ultimately, to be successful, quality must be “everyone’s” business.
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I have mentioned “Listen, Enrich and Optimize” in previous articles and I'll probably mention them again. They are the main principles of my LEO methodology and they are integral to...

Quality & Economics

Subir Chowdhury Fellowship on Quality and Economics at Harvard University

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    [post_content] => Expanding the outreach of Subir Chowdhury's global call for quality throughout society - at all levels - a Fellowship on Quality and Economics has been established at Harvard University Graduate School of Arts and Sciences. The goal: to explore the impact of quality and economics in the United States.

Each year, the “Subir Chowdhury Fellow” will be entrusted with the task of examining the impact of “people and process” and quality on the economic advancement of the United States. This is a graduate Fellowship for doctoral students and will be awarded annually. Applications for the fellowship is open to for any scholar, regardless of ethnicity or national origin, who wishes to spend time at Harvard studying “Quality and Economics” in preparation for their doctoral thesis on this topic.

The first Subir Chowdhury Fellowship will be selected for the 2013-2014 academic year.

LOGO_Harvard-GSAS

Thanks and gratitude are extended to all those who helped make the Fellowship at Harvard possible, especially (pictured left below, with Subir Chowdhury) Dr. Margot Gill, Administrative Dean of the Graduate School of Arts and Sciences, and (pictured right below) Dr. Amaryta Sen, Nobel Laureate and Thomas W. Lamont University Professor and professor of economics and philosophy.

PHOTO_Chowdhury, Gill_Sens copy

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Expanding the outreach of Subir Chowdhury's global call for quality throughout society - at all levels - a Fellowship on Quality and Economics has been established at Harvard University...

Quality & Process

The Wisdom of Listening

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    [post_content] => Even big and successful companies sometimes forget the importance of listening.

Let’s face it. Problems come and go, but it’s how we deal with the problems that make us stand out to our customer base.

Microsoft spent years combating the perception that it couldn’t deal with or didn’t care about stability problems in its Windows operating system.

Adobe let the prices of its high-level production software rise to incredible heights to the point now where many of their ‘loyal’ users are merely biding their time for a cheaper alternative.

Toyota has been beset with persistent rumors about their quality. First, it was acceleration problems and floor mats, and the headline grabbing recalls continue.

[pullquote]No matter who it is – be it your customers, constituents, stakeholders, investors, membership – or even your family members – careful, intelligent listening is the first crucial step to success and for overcoming problems and achieving a Quality operation.[/pullquote]

For the record, each of the companies I have mentioned has made constructive efforts to reach out to their customers and show that they are – in fact – LISTENING. But listening, as it pertains to your management process, not a rigid, step-by-step technique for finding out what customers want or need. In fact, there is no strict methodology that can be deployed to meet the infinite variations of individual experience.

Each organization is unique in terms of its products and processes, just as each interaction will be perceived differently. However, the failure to truly listen to customers is at the heart of why many organizations fail. No matter who it is – be it your customers, constituents, stakeholders, investors, membership – or even your family members – careful, intelligent listening is the first crucial step to success and for overcoming problems and achieving a Quality operation.

I have three specific rules that will help ensure that your listening skills are applied effectively and that your listening pattern is in fact ‘careful and intelligent’.
  1. Get out from behind your desk. Go to where the action is. Go to the customers. Go to the factory. Go to the sales floor. Go to where the problems are. Go to where the facts are.
  2. Stop talking. It’s hard to listen when you’re the one doing all the talking. Watch what goes on. Watch what your employees are doing. Watch what your customers are doing. Listen to what they say – listen to the types of words they use. Even if you’re confident that you’ve got it, watch and listen more.
  3. Show empathy; look at the world through their eyes. Be in the moment where your employees and customers are speaking. Remember that it’s not about your expectations; it’s all about theirs. Learn from the people with whom you should be listening.
There are many powerful management tools can be deployed to increase the effectiveness of your listening process – this can help you on a personal level. However, the data collection process itself usually involves two phases – quantitative as well as qualitative research. For instance, you may need to deploy marketing surveys and other research to build a complete picture about your situation. Wherever possible, show the affected audience – your customers for instance – that you are actively engaged by including them in the data collection process. As with all things, it is always important to keep matters as simple as possible. The more complex the process, the more effort a company must put into learning to use it properly. Put into another way: the more complex the process, the more likely that more things may go wrong. But you’ll never go wrong just by sitting down and listening. [post_title] => The Wisdom of Listening [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => wisdom-listening [to_ping] => [pinged] => [post_modified] => 2013-04-16 12:35:10 [post_modified_gmt] => 2013-04-16 12:35:10 [post_content_filtered] => [post_parent] => 0 [guid] => http://subirchowdhury.com/?p=178 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )
Even big and successful companies sometimes forget the importance of listening. Let’s face it. Problems come and go, but it’s how we deal with the problems that make us stand...

Quality & Me

Global Quality Awareness (GQA) Initiative

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    [post_content] => The Global Quality Awareness (GQA) Initiative is a non-profit initiative of the Subir & Malini Chowdhury Foundation created to improve the lives of individuals and their communities around the world by promoting a personal understanding of, and commitment to, a "Quality mindset.”

The plan for GQA is simple - effect positive global change by getting people to make a personal commitment to a simple daily practice. The practice of GQA is centered on Subir Chowdhury’s “LEO” (Listen – Enrich – Optimize) process, which has transformative results—these same principles that when practiced, will generate vast improvement in people’s daily lives.  Subir believes that most of the world’s problems are caused by people who stopped caring about quality or don’t understand the significance of it. Supporters of GQA want to inspire global improvement by first practicing quality as an individual. In essence, Quality starts with us and must be everyone’s responsibility.

Daily GQA practice requires people to follow three simple steps:
  • Listen hard to others and to yourself to seek understanding
  • Enrich the lives around you by giving a little more of yourself every day
  • Optimize everything you do by setting your mind to excellence and refusing to “settle”
The essential teaching is simple. When you embrace quality in your own life, life all around you becomes better. Your actions empower others to embrace positive change. They see the benefits in their own lives. Quality becomes contagious. The initiative spreads. Quickly. Spontaneously. And as more and more people work to improve their corner of the world, the world is transformed. It becomes a better place… because its citizens won't accept less. The GQA initiative is working with schools, from elementary to higher education, businesses, leaders and employees, the employed and unemployed for a total transformation of quality improvements with the vision of inspiring the Initiative around the world raising Global Quality Awareness. According to Subir Chowdhury, “I believe that the ultimate goal of the GQA Initiative is to ensure that “Quality is Everyone’s Business” – ideally I am of the firm belief that to be a Quality person, and live a ‘Quality’ life, Quality must become a part of everything we do, what we leave behind every day of our life, until it becomes a lifestyle choice, not just an afterthought.” [post_title] => Global Quality Awareness (GQA) Initiative [post_excerpt] => Is it culture, the weather, geography? Perhaps ignorance of what the right policies are? Simply, no. None of these factors is either definitive or destiny. Otherwise, how to explain why Botswana has become one of the fastest growing countries in the world, while other African nations, such as Zimbabwe, the Congo, and Sierra Leone, are mired in poverty and violence? [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => global-quality-awareness [to_ping] => [pinged] => [post_modified] => 2013-05-16 23:04:05 [post_modified_gmt] => 2013-05-16 23:04:05 [post_content_filtered] => [post_parent] => 0 [guid] => http://subirchowdhury.com/?p=813 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )
The Global Quality Awareness (GQA) Initiative is a non-profit initiative of the Subir & Malini Chowdhury Foundation created to improve the lives of individuals and their communities around the...