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Quality & You

Quality is Everyone’s Business

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    [post_content] => The word "Quality" should mean more than a management tool that measures output of a company - and it can, if only we tap into the power of people to do the best that they can do – all of the time. Rather than see quality as a management process, I see it as a lifestyle choice - an underlying motive to work toward personal excellence.

For you to understand my approach to Quality, consider these four observations that I have made of companies and organizations that successfully sustain a high level of quality from the products and services that they deliver.

First, I am sure that everybody can appreciate how the execution of a “quality policy” should become a mindset; our attention to detail, our reaction to situations, our requirement of the ‘quality’ response. But consider that for the quality mindset to be sustainable, it cannot be delegated to “other people” or department to enforce. If we want the “mindset” itself to grow and become the underlying motive in all aspects of operations, then it must become embroidered into the very culture of the organization; right down to every individual involved.

[pullquote]When quality becomes everyone’s responsibility, the choices they make will ultimately lead to long-term growth and prosperity for the organization.[/pullquote]

This leads us to my second observation - how Quality touches everything that everybody does on a daily basis. Yes, products and services are indeed Quality issues, but it must also touch every conversation and interaction that we have with peers, subordinates, and leaders; every interaction that we have with co-workers, friends and family. Therefore, I am of the firm belief that to be a Quality organization and deliver a high level of Quality products and services, 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.

My third observation is that when Quality is sustainable, when it produces tangible successes, it becomes a fulltime, committed responsibility from everybody in the organization. At this level, Quality is not just lip service; it is how we live on a daily basis. I challenge you to look around your organization today.  Can you honestly say that all of your employees, co-workers, and suppliers directly or indirectly have an effect on the sphere of Quality? If the answer is yes, then Quality is a major factor driving the success of your organization.  If the answer is no, then you must get the Quality message to entire universe of stakeholders who – in small and large ways – determine the level of Quality that comes from your organization. When quality becomes everyone’s responsibility, the choices they make will ultimately lead to long-term growth and prosperity for the organization.

My fourth observation is that people in a position of responsibility have a unique relationship to Quality. Whether they lead a team or a business or they are the head of a family, these people have a special duty to reinforce the message of Quality. They must constantly reinforce the importance of quality by carrying the message into every meeting and every encounter. They must also “walk the talk” by demonstrating through their own actions their commitment to Quality in all aspects of their lives – be it in the office, at home, or a casual encounter on the street.
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The word "Quality" should mean more than a management tool that measures output of a company - and it can, if only we tap into the power of people...

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

Activate the Revolution

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    [post_content] => In some respects, the old way of managing the quality process is part of the problem. Perhaps it is more accurate to say that the old approach to management has become problematic. When we manage quality, we are addressing problems as we become aware of them. But by then we are already behind; we're reacting and not 'proacting' - we're most definitely failing to prevent anything. You see, it is not enough to notice quality problems. The problems we discover today have roots in events that occurred days ago - weeks ago - maybe years ago. The real challenge is to catch issues before they become problems.

Think of all the problems we face today: rising healthcare insurance, inefficient disaster response, the financial meltdown, oil spills; each of them have one thing in common - failure of quality.

Are our health care practitioners incompetent or are we truly that sick to cause health insurance cost to rise so precipitously? Why can't we find a more efficient response to disasters? How did the financial meltdown occur and why did it cause so much damage? Why do oil spills seem to be getting worse and worse? Is our technology inferior? Are the people in charge truly corrupt and bereft of ability? In my view, in each circumstance I have researched, I find similar answers: failure of quality assessment, failure of quality design, failure to conduct quality implementation. Quality. Quality. Quality. At times, the systems we put into place to prevent failure become the source of additional failure.

[pullquote]I believe that in order to achieve quality, we must stop thinking about quality.[/pullquote]

We have become so ingrained to manage things that suddenly we find that nobody really cares about quality. They only care about getting the job done. A very good friend of mine is fond of saying that quality hangs in the balance between doing the job right and doing the right things. If we imagine that quality is a separate deliverable - like a component that you add to a car or a building – then we have an incorrect definition. Quality is not a tangible thing. Quality is intangible as the air between us: a dream, a concept, a behavior, a reaction. Therefore, quality is a human element.

Consider this equation: Quality equals People Power plus Process Power.

Q = PeP + PrP

People Power (PeP) is the workforce, of course, with direct and indirect elements. Direct elements are the members of your team who are directly responsible for producing deliverables be it a service, a product, or a combination of both. Indirect elements are the members of the team who support the producers and the deliverables – accounting, customer service, account management, even your receptionist who answers the phone. Quality is in the touchpoints that leads your customer to your your organization. Quality is also in the relationships between members of your company.

Process Power (PrP) is the means by which the deliverable is possible. It may entail research, planning, implementation, evaluation; production, delivery and support. For obvious reasons, we want the process to be as robust and as streamlined as possible. But for process power to work, we need people power to drive it.

That is why I believe that in order to achieve quality, we must stop thinking about quality.

For one thing, when we have perfected our quality process, we will have reached the point where quality management is no longer an issue. But that first important step toward a total quality process requires that our focus be on our people.
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In some respects, the old way of managing the quality process is part of the problem. Perhaps it is more accurate to say that the old approach to management...

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...