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Quality & You

Abolish your Quality Department

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    [post_content] => For decades now, we’ve made the Quality Department the epicenter of our quality policy. But has this attention been misplaced? My contention is that the reason we have failed to deliver resilient and sustainable quality from American businesses is that we are too focused on the metric of quality. We have turned a qualitative question into a quantitative one, and that simply will not work.

My latest endeavor, an extension of my philosophical backbone to make quality accessible to the masses, centers on the notion that Quality is Everyone’s Business or “QIEB” as I call it.  What I propose is that we expand our notion about Quality beyond the quantitative mindset of controls and processes. As I see it, Quality is about relationships – relationships that involve all people, all the time. Taking that idea one step further, that definition of Quality, especially in the business world, has far greater reach and impact than the controls and processes exercised by one department. If you really stop and think about it, the impact you seek can and should be felt everywhere. Why then should we limit ourselves?

I have come to see that there tends to be one function inside most organizations that really has both the ability and the need to reach every person on a regular basis: it’s Human Resources. Human Resources is the wheelhouse of the workforce; the one department function that holds the interest of every employee at every level of the organization.

[pullquote]I believe that it is of fundamental importance that there is a new Quality message – that Quality is Everyone’s business, not the responsibility of one department.[/pullquote]

Human Resources is often perceived as non-threatening, but also powerful and influential. It’s the one place where management goes to implement training, company-wide policies, distribute compensation and make regular communication with the workforce multiple times throughout the year. And ideally, as I seek to make Quality everyone’s business, who better to lead that effort than someone (some organization) that has the ability to touch everyone in the organization? That’s why I believe that HR is the ideal standard-bearer to carry out what is essentially an acculturation program for the members of the organization – changing the age-old notion that responsibility for Quality should reside solely within the quality department.

Whatever the source within the company, I believe that it is of fundamental importance that there is a new Quality message – that Quality is Everyone’s business, not the responsibility of one department. I believe the pursuit of “key” or “critical to success” factors to be the utmost responsibility of everyone in any organization, but especially Senior Leadership. Leaders in the organization must play that vital and essential role of ensuring that the rally around Quality is consistent, sustained, and properly understood by everyone, each time, ever time.
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For decades now, we’ve made the Quality Department the epicenter of our quality policy. But has this attention been misplaced? My contention is that the reason we have failed...

Quality & Economics

Subir Chowdhury Fellowship on Quality and Economics at the London School of Economics (LSE)

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The Subir Chowdhury Fellowship on Quality and Economics allows for any post-doctoral scholar in-residence to participate in the program, regardless of ethnicity or national origin and spend time at LSE engaging in research examining the impact of “people quality” and behavior on the economies of Asian nations prioritizing, but not restricted to, India and Bangladesh.

Ultimately, the “Subir Chowdhury Fellow” is expected to successfully complete one publishable research paper during their stay and make a presentation at a seminar or lecture arranged by the Asia Research Centre. To date, this Fellowship has been awarded to the following individuals:
2011-2012 Dr. Vanishree Joseph Indira Gandhi National Open University
Click Here - For more information on Dr. Joseph and her work.
2010-2011 Dr. Rahul Hiremath Walchand Institute of Technology and Birla Institute of Technology & Science
Click Here - For more information on Dr. Hiremath and his work, please click.
Click Here for more information regarding The Subir Chowdhury Fellowship on Quality and Economics at the London School of Economics (LSE). [post_title] => Subir Chowdhury Fellowship on Quality and Economics at the London School of Economics (LSE) [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => subir-chowdhury-fellowship-on-quality-and-economics-at-the-london-school-of-economics-lse [to_ping] => [pinged] => [post_modified] => 2013-05-16 22:50:19 [post_modified_gmt] => 2013-05-16 22:50:19 [post_content_filtered] => [post_parent] => 0 [guid] => http://subirchowdhury.com/?p=895 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw [format_content] => )
The Subir Chowdhury Fellowship on Quality and Economics allows for any post-doctoral scholar in-residence to participate in the program, regardless of ethnicity or national origin and spend time at...

Quality & Process

Enrich the Process

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    [post_content] => I was at a gas station and saw a sign that claimed that the fuel was “enriched” with a chemical additive that would make my car run cleaner and more efficiently. My wife bought food that was also enriched, fortified with vitamins and minerals that added nutritional value.

As it turns out, many products are ‘enriched’ in some way to make them more appealing by giving them a little value-added performance boost. That’s also what we do all our lives. When we want to make something better, we add to something else that improves, develops, and enhances the original.

From my experience consulting on the day-to-day management of businesses, the enrich process encompasses two intents of the word; not only to help make products and services better, but to introduce greater quality into the processes that manages and produces them.

[pullquote]With realistic goals and reasonable costs firmly in view, you can engage the enrichment process with an attitude that there is always better, yet-to-be discovered alternative.[/pullquote]

Of course, while the goal is to improve our processes, there are always practical limits. For instance, there is no enrichment to be gained if the improvement effort disrupts operations for weeks at a time. I’ve seen managers get carried away — interfering directly with front line processes, pulling too many people away from regular assignments for too long. There is also little to be gained by devoting time and energy to tweak a process that has minimal impact on quality.

With realistic goals and reasonable costs firmly in view, you can engage the enrichment process with an attitude that there is always better, yet-to-be discovered alternative. Here are three guidelines for the execution of a more productive enrichment process.
  1. Do you have a clear understanding of the NOW? Is everybody on the same page? Are all team members are up to date on what is known about customers’ needs and wants? Make sure everyone understands the current state of the problem or the design challenge. Make sure that you have all the information that you need to begin your enrichment work.
  2. Are you really thinking outside the BOX? Resist the urge to reach for solutions that you’ve tried in the past; stretch your team a little with a ‘jamming session’ to brighten the intellectual and creative process. Remember that the innovation process works best when there is fearless engagement from all participants. That means instituting a blanket ‘no-blame, all-ideas-welcome’ policy.
  3. Are you settling for less than the BEST? Set your sights high and don’t give up until you have the solution or the design that will thrill your customers without breaking the bank. Be adventurous, but be realistic. Sometimes doing the BEST is the one thing you can do the easiest.
Don’t be surprised if the enrich process requires a new mindset at your organization. To get the most out of any new process, everybody must embrace ‘the change’ and the idea that what you have now, and what you have done up to this point, simply isn’t good enough. That’s not always so easy for everyone, and especially for organizations that have become accustomed to ‘old ways.’ Maybe you’ll have to bring everybody into a room to signal the start of the change. Maybe it’ll go something like this: “Today, we will move beyond the status quo and reach for continuous development and improvement. This will be our strategy. And our plan will be that everyone plays a major role in this process — including me!” That’s the attitude that carries change forward. That’s the game plan to enrich the most important thing of all – your organization. [post_title] => Enrich the Process [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => enriching-the-process [to_ping] => [pinged] => [post_modified] => 2013-10-18 13:53:38 [post_modified_gmt] => 2013-10-18 13:53:38 [post_content_filtered] => [post_parent] => 0 [guid] => http://subirchowdhury.com/?p=180 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw [format_content] => )
I was at a gas station and saw a sign that claimed that the fuel was “enriched” with a chemical additive that would make my car run cleaner and...

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 [format_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...