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Quality & You

Is your quality suffering under the culture of “Good Enough”?

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    [post_content] => Every day, we are faced with choices: a choice to do nothing; a choice to take the easy way out; or a choice to bear down and do the right thing.

Our choices are influenced by many things including the people around us; the society in which we live and work, and our community. The pressures of everyday life influence our attitude toward quality; the workplace, careers, money. Maybe we rush through things here and rush through them there; maybe we cut corners, cheat a little and say to ourselves, "That's not perfect, but it's good enough." But, at the end of the day, who suffers? What do we lose when the culture of "good enough" is what drives our daily lives?

Today, throughout most of our society we must all acknowledge that we are living in a culture where “good enough” is at the core of our troubles. We have taken the low road to what we know is right. We have lost the moral high ground to what is expedient, easy, and makes us a fast buck. But, if I ask you to really consider what it will take to make us great again I’m sure you’ll agree with me that the notion of “good enough” really isn’t good enough!

[pullquote]When we all rally around the fact that quality is and must become everyone’s business, will we truly understand and appreciate the fact that “good” can never be “good enough!”[/pullquote]

As I was building my core philosophy for “quality is everyone’s business,” I discovered that the greatest challenge was getting individuals, groups, and organizations (and eventually society as a whole) to recognize that hanging onto the status quo creates enormous waste, but more important, is not sustainable.  The culture of “good enough” has become such a fixture in our mindset that we don’t even recognize the deep problems that it causes. This status quo pervades our lexicon and more importantly causes us to believe that nothing else can be done; meanwhile the waste and wasted opportunities pile up around our feet.

I believe that if we all take the approach and make Quality a part of everything we do then we, as individuals and collectively as a society, will never believe that “good is good enough.” I have seen places where Quality, as I have described it, produces long lasting positive, effects. These are organizations where everyone is exposed to the Quality mindset.  These organizations have done the hard work of taking everyone down the path of acculturation together to understand how the quality mindset requires a “real” change in the way individuals think and behave. And I believe that the individual is changed as well - their life is lifted, their outlook is lengthened, and their whole attitude toward personal responsibility is enlarged.

What I have found is that when the Culture of Quality takes over, people observe and understand - they really listen. People not only listen to their customers, but to co-workers, associates, family, friends, and even neighbors. High achieving people explore and discover by looking for ways to do everything that they can to find the best solution; not the easiest solution, but the best solution possible. For these people, Quality means improving and perfecting everything that they do, every day.

At the end of the day, when people rally around the fact that quality is and must become everyone’s business, will we truly understand and appreciate the fact that “good” can never be “good enough!”
    [post_title] => Is your quality suffering under the culture of “Good Enough”?
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Every day, we are faced with choices: a choice to do nothing; a choice to take the easy way out; or a choice to bear down and do the...

Quality & Economics

A Tale of Two Countries

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    [post_date] => 2013-05-20 03:23:54
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    [post_content] => Earthquakes in Haiti and Chile measured 7.0 and 8.8 respectively on the moment magnitude scale. The difference implies that the Chilean earthquake was 500 times stronger than the Haiti earthquake.

While the devastation in both countries was extreme, structural damage and loss of life were far less in Chile than in Haiti.  The difference in devastation is largely attributed to the difference in building standards.

[pullquote]The impact of one nation's choice to pursue or not pursue quality impacts not only that nation but almost every other nation across the globe. [/pullquote]

Very few structures collapsed in Chile and the number of deaths was far less than in Haiti even though the Chilean earthquake was 500 times stronger.  In other words, in the case of Haiti, lack of quality can be directly attributable to the damage caused there, while a commitment to quality in Chile minimized what could have been an even greater loss of live than seen in Haiti.

In Haiti, the death toll exceeded 200,000 and the number of buildings destroyed or severely damaged exceeded 250,000 homes and 30,000 commercial structures.  In contrast, the death toll in Chile was less than 2,000 and very few structures were totally destroyed.

While the differences in building standards can be rationalized by noting the differences in economic health with Haiti being one the poorest nations in the world, the cost of poor quality proved to be enormous in Haiti.

ART_posts_haiti1Perhaps one of the most critical applications of quality is how it can have an impact on nations and individuals.  The impact of one nation's choice to pursue or not pursue quality impacts not only that nation but almost every other nation across the globe.  These decisions impact how dollars are spent and what they are spent on.  While it's often a difficult decision, especially in third world countries, political leaders who choose to ignore quality risk paying a heavy price.

Natural disasters cannot always be predicted, but you can minimize damage to people and places by integrating quality measures into infrastructures and policies.  Whether it is a hurricane, flood, tornado, pollution, or fire, the impact of the economics of quality for nations and their environmental resources can be devastating.
    [post_title] => A Tale of Two Countries
    [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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Earthquakes in Haiti and Chile measured 7.0 and 8.8 respectively on the moment magnitude scale. The difference implies that the Chilean earthquake was 500 times stronger than the Haiti...

Quality & Process

Combating Fires

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    [post_date] => 2013-02-19 21:00:30
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    [post_content] => No matter where they occur, a fire can be a devastating event. When they happen around where we live, we rush to the location with manpower and equipment to extinguish the flames.

When I use the word “fire,” I’m thinking of the context of day-to-day management when there is a sudden problem that causes a specific crisis of some kind. It could be a malfunction in production, a faulty product, and an interruption in the supply chain. You could have a fire with personnel issues, a problem with your building, or transportation.

Like real fires, the flash point may be obvious or hidden; there could be single cause or a chain of them. Most of the fires we deal with tend to be minor in scope – easily extinguished and quickly resolved. On occasion, you can have a very large and extremely complex fire that involves many aspects of your business. But just like any fire, bad assumptions can easily lead to a misdiagnosis and mistreatment.

When I think of the average, run-of-the-mill fire, I think of one that starts with a terse phone call or sharp email. In the case of Paul A., the vice president of production at a sheet aluminum plant, it was both.

The email came from one of his best clients who – for the third time in as many months – complained that the palleted rolls of sheet aluminum were not labeled properly. Forklift operators in the receiving department, the email complained, were taking too long to find shipping labels.

He had heard a similar complaint from other clients. His reaction had been to spend $50,000 on new, larger labels that you could read almost 20 feet away.

[pullquote]It seems to me that eventually, we may become weary of rushing to the scene of the problem and instead learn how to instill the high level awareness to prevent fires in the first place.[/pullquote]

“I can read the labels 20 feet away,” emailed Paul. “And my eyes aren’t even very good. I think the forklift operators just like to complain.”

Then the phone call came – from his best client: “Fix the problem, or we’ll go somewhere else.”

That’s the moment that Paul realized that he had a real fire on his hands.

Paul’s company produces very large rolls of the metal, some measuring six feet in diameter by 48 inches wide, stacked and trucked away on pallets. Each roll weighs a considerable amount and is chained to a flatbed trailer, usually without other products on board.

From his vantage point, the shipping labels were huge. He could easily see them from his office window. Out of desperation, he called me for some quick advice. My first response – which is my usual reaction to problems like these – collect all the information you can from the frontline people. And if you collect enough honest and direct information, the solution will present itself.

So, Paul issued a message through the chain of operations, and soon a frontline employee was dispatched to talk to the forklift operators herself. After a very short interview, she discovered that no one had trouble reading the old labels or the new ones. Their complaint was that the way the rolls were placed onto the pallets and into the trucks, the forklift operators had to dismount from their vehicles and climb up on the truck to find the label.

The labels, the operators told her, were always turned 90 degrees away from where they could easily see them. The simple solution: change the labeling process so that the labels could be seen from the forklift operator’s point of view.

Sometimes, a fire is prolonged by an attitude that we hold about our own processes – as it was in Paul’s case. In such cases, it could be a simple matter of opening our mind to new information. But wouldn’t it be great if we could put those fires out BEFORE they become a problem? The one problem with fires is that often management’s focus is on the firefighters, while pretty ignoring the fire preventers. It seems to me that eventually, we may become weary of rushing to the scene of the problem and instead learn how to instill the high level awareness to prevent fires in the first place.
    [post_title] => Combating Fires
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No matter where they occur, a fire can be a devastating event. When they happen around where we live, we rush to the location with manpower and equipment to...

Quality & Me

Recognizing Quality Innovation: The Subir Chowdhury Medal of Quality Leadership

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    [post_date] => 2013-01-05 23:05:03
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    [post_content] => In 2010, the Society of Automotive Engineers along with the Subir and Malini Chowdhury Foundation, established The Subir Chowdhury Medal of Quality Leadership. This award is designed to honor those in the mobility industry who demonstrate ability and talent to further innovation and broaden the impact of "quality" in mobility engineering, design and manufacture.

This award is offered in the spirit of my lifetime of work toward quality in the engineering professions.

 

LOGO_sae_international

Recipient Award Employer
James D. Power 2010 JD Power And Associates
Glen A. Barton 2011 Caterpillar Inc
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In 2010, the Society of Automotive Engineers along with the Subir and Malini Chowdhury Foundation, established The Subir Chowdhury Medal of Quality Leadership. This award is designed to honor...