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Quality & You

Redefine the Nature of Quality

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    [post_content] => While it is true that I am advancing a new way to think about quality, I am also reaching beyond common output metrics of a product or service. I believe that we need a fresh approach that can have a profound effect on not only the way we work, but the way we perceive our everyday life.

Think about this. In business, the present concept of quality has been fixture for the past 75 years. But the irony is that while the industry has developed an abundance of quality management tools, most organizations unfortunately still struggle to make sustainable, long term gains that can truly differentiate themselves in today’s global marketplace. That is where my thought process has taken me – to understand why the present concept does not serve us better.

In my analysis, I have found that the focus on the “process of quality” is in fact incorrect. I have discovered that it is the process of managing quality that is primarily to blame. I will say that the intent to manage the process is limiting because it focuses far too much attention on the “outcome of quality,” not the “act of delivering quality.”

Why is this important? Because, Quality touches everything that you do on a daily basis; from discussions you hold with your peers, subordinates and leaders and the interactions you have with suppliers, vendors, and other providers. In fact, Quality touches every aspect of your life – in your business as well as your personal family life.

[pullquote]When has a quick fix ever solved anything?[/pullquote]

We can say that a problem belongs to someone else or we can look at ourselves in the mirror and accept the responsibility of solving the problem ourselves. If each one of us starts with the mindset that the problem belongs to me, then all problems will disappear. When I say that Quality is a part of everything you do, I mean to say that you become aware of both the problem and your ability to fix any problem or deal with any issue whether at work, our personal life, or in our community.

This perspective of Quality also refuses to accept compromise. It also recognizes that lasting solutions require that we do more than “fix” a problem. I ask that you think about this honestly – when has a quick fix ever solved anything? That’s where I believe we have failed ourselves. While we have made some fantastic strides to improve quality, we have sunken into the false security that a “find-and-fix” process is somehow enough. But obviously it isn’t.

This all-encompassing vision of Quality offers a new mindset, a transformational way to think about the actions and decisions that we make. It draws together commitment from people to improve their performance and make Quality a lifestyle choice, a cultural attitude, and a personal belief that refocuses all attention on the “act of delivering quality.”
    [post_title] => Redefine the Nature of Quality
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While it is true that I am advancing a new way to think about quality, I am also reaching beyond common output metrics of a product or service. I...

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.
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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...

Quality & Process

Walking and Talking Quality

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    [post_content] => I used to open our management meetings with a simple question: “Which makes the better sense: invest time and energy to avoid problems or to solve them?”

It’s not a trick question, but I’m surprised by how it causes so many managers to squirm. And it is fascinating how many of them get it wrong. Most of them will first answer that solving problems is best – and that is the obvious answer. But the honest ones will come back with a list of apologetics that begins with how busy they are jumping from one crisis to another and ending with a quiet aside (as though it is a terrible secret) that they’re lucky if they can get their regular jobs done. In effect, they tell me that they never avoid problems – they only solve them.

Meanwhile, we watch at a distance as the people who really “get it” shake off the intimidation and the pressure, and simply roll up their sleeves. I remember the hotel manager who drove two hours in her own car, on her own time, to return a credit card to a Japanese guest boarding a flight to Europe. I think of the hydraulics engineer who volunteered to parachute into a wilderness area to fix one his company’s new water pumps. I smile at the memory of the shipping clerk who shouldered past jokes and ridicule from fellow employees as he carefully packaged every order as crisply and neatly as possible.

These are the heroes of quality. They are not ‘firemen’ who not rush to douse fires. They are the fearless fire preventers who jump into the arena to answer the call to stop the fires from starting. Often, their efforts draw scant praise, if they are noticed at all. But how we need these “extra mile people” in all aspects of our operations.

[pullquote]When leaders walk the talk of Quality, the organization moves as a cohesive social group that is better equipped to solve immediate problems and long term ones, and they may prevent problems that you haven’t foreseen.[/pullquote]

I’ve seen some organizations proclaim their commitment to quality, and yet go on crafting flawed processes that produce flawed products and services that rely on heroic efforts for day-to-day rescue. Lacking a strategy to take corrective actions and address the causes of the fires, eventually a situation will arise that even heroic efforts shall fail.

What should happen is that the organization must walk the talk of quality – bring quality into the corporate culture from the top down. And it can starting with encouraging those basic human skills of communication, interaction, and implementation, or as defined in the LEO methodology: listen, enrich, and optimize.

Imagine what would happen if we made a sincere effort to improve communication with our customers, suppliers, co-workers and even our competitors? What would happen if we really listened to them? Maybe instead of keeping our noses to the spread sheets, perhaps we we’d start asking questions like “why” and “how” and listen to people who might give us better clarity about what is going on NOW.

With meaningful interaction, we enrich the organizational culture and encourage everybody to do more. We open ourselves up to lessons on how we may improve, where we may improve and when. We may even increase the opportunity of keeping problems from occurring in the first place.

Equipped with better communication and interaction, now we are better prepared to implement a renewed awareness throughout the organization. Not only are we putting out the fires; we are preventing them from happening. We are optimizing our relationships both inside and outside of the organization.

When it is delivered to every member of the organization – from top to bottom – LEO becomes the trigger-point for high level communication skills that I found among the best organizations. When the leaders of the organization walk the talk, they are the example for everybody to follow. That’s how leaders engage every member of the organization and gain commitment to an unprecedented level of quality. 

When leaders walk the talk of Quality, the organization moves as a cohesive social group that is better equipped to solve immediate problems and long term ones, and they may prevent problems that you haven’t foreseen. When this level of communication is achieved, then it doesn’t matter when a problem eventually crops up (because we know they will), because now there will always be enough fire preventers ready to take action.
    [post_title] => Walking and Talking Quality
    [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? 
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I used to open our management meetings with a simple question: “Which makes the better sense: invest time and energy to avoid problems or to solve them?” It’s not a...

Quality & Me

Impact of Quality of Learning

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    [post_content] => Modern economies depend heavily upon the distribution high quality education to members of our society. Without high-quality structured learning programs, not only are companies left without viable candidates to fill skilled jobs, society is often required to take care of the 'drop outs' one way or another.

The tragedy is that had these kids found something they liked about education, they might have stayed in school. They might have gone on to lead productive lives and avoided the blemish of a criminal record. But for many of them, education reminds them of past failure. Without guidance and mentorship, that's a very difficult (if not impossible) barrier to ask school-age kids to overcome on their own.

So I ask, who failed whom?

In 2007, I received a letter from the Orange County Corrections Department in Orlando, Florida that still amazes me. The letter described how Warren Kenner, a facilitator for a "youthful offender program," introduced my book, "The Ice Cream Maker" as part of the curriculum for an eight-week literature study class for about a dozen students.

If you have read this book, you know that it addresses concepts of deploying quality in a business operation. Mr Kenner saw another application of the concept; to offer it to his student as a model for injecting quality into their lives.

He wrote, "If you want to get ahead in life, then you've got to treat everyone with respect; not just the people you like. Most important, you've got to be thinking daily on how to improve yourself in service to others."

He also said that many of his students have been told all their short lives that they are losers; that they would never achieve anything in their lives. After a while, you begin to believe it. Most of them have such a low opinion of themselves that they lack the basic attributes of ambition and hope that you and I take for granted.

His goal is to keep the kids from internalizing the negative voices and reach out for excellence. "My whole thrust is to have them commit to themselves. The have to believe in themselves before they can help themselves or anybody else."

In Ice Cream Maker, one of the primary motivators for the fictitious business owner was recognizing the price of failure. For some of the students in this class, it was the first time that they had ever finished reading a book, yet remarkably, many came away from the experience recognizing the price of their own failure and fully comprehending that failure isn't final; that once you shed negative feelings about failure, you can begin working for total quality mindset in everything that you do.

Imagine what we might accomplish if more people understood this very simple concept. If these kids get it, why can't the rest of us?
    [post_title] => Impact of Quality of Learning
    [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? 
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Modern economies depend heavily upon the distribution high quality education to members of our society. Without high-quality structured learning programs, not only are companies left without viable candidates to...