//Empathy for Quality

Empathy for Quality

2017-07-31T23:23:05+00:00

Quality & You

Quality must affect every conversation and interaction that we have with peers, subordinates, and leaders; every interaction that we have with co-workers, friends and family. That is why Quality is Everyone’s Business.

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Books by Subir

The Power of LEO
The Ice Cream Maker
The Power of Design for Six
The Power of Six Sigma
Organization 21c

There’s an old saying, “walk a mile in another man’s shoes.” It means that before you criticize someone or pass judgment on them, you should take a look at the world from their point of view.

To have empathy for someone means you are putting yourself in a position to feel what that person is feeling. The world could use a great deal more empathy. It’s easy to see that we could decrease disputes and disagreements by being more empathetic, and we’d quickly clear up misunderstandings and misconceptions. Taking it one step further, empathy becomes strategic as new channels of data open to us.

To illustrate this point, meet Cooper, the owner of a large family-owned insurance brokerage in Los Angeles. It was during the time when everyone was still getting used to email. Due to the nature of their business, Cooper felt that the company needed to keep a paper record of every client email.

Cooper’s office manager disagreed. She predicted enormous paper waste, but he was adamant. So the rule went into effect without further discussion. After all, Cooper was the boss.

Two years later, Cooper was working late on a presentation for a new client. The printer in his office malfunctioned, so he routed a document he needed to a shared printer in the main office. As he waited for his presentation to be printed, he looked down at the trash can and was startled by what he saw: enormous but neat stacks of printed emails. What a waste of paper, he thought to himself.

The next morning, he asked his office manager about the trash and what he heard surprised him even more: the waste was the result of his own email policy two years ago.

Fortunately, Cooper realized he needed to listen to his office manager when she explained how much waste had occurred in terms of dollars and cents: $300 a month, $7,200 since the email policy was passed, and more than $14,000 in total costs when she added toner and staff time.

After talking with his sales agents and staffers, he learned that everyone thought that the policy was wasteful and inefficient. Initially, he was frustrated that no one took the initiative to explain it to him, but then he realized that they did not because he was so adamant.

When team members employ empathy as part of their day-to-day management, it becomes a powerful tool that opens new insight and understanding about problems and situations they may not have realized existed. Instead of one or two perspectives, you can open yourself to three or four perspectives all at one time.

Just about every position in a company can benefit from empathy. In fact, I cannot think of a single job description where an ounce of empathy would not help improve productivity, team cohesion, and, most of all, the quality of output.

In a world where everyone wants to improve quality, everyone must contribute, and everyone must have a voice. By being empathetic, we also gain commitment to make quality an integral part of life both at both work and home.

Empowering People Power

Several years ago, in an article entitled “In Pursuit of Excellence” for Personal Excellence magazine, Michael Jordan said that he always had the ultimate goal of being the best. “I approached everything step-by-step, using short-term goals. When I met one goal, I set another reasonable, manageable goal that I could achieve if I worked hard enough.”

Quality is Everyone’s Business

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.

What does your mission statement say about quality?

In this bestselling book, Chowdhury introduced his next-generation management system — LEO. In The Power of LEO, he describes how continuous focus on quality improvement can revolutionize any process—from manufacturing operations to managerial decision making. The secret is to cease delegating the responsibility of quality to specific teams or departments and permanently lodge it within the core of an organization’s culture.

Resistance to Compromise

In the food profession, Chantal Coady is a superstar. How did she get there? Chantel was never satisfied with anything until it was perfect—good enough was never enough. She was always passionate about chocolate, even as a child. When she was old enough to work, Chantel took a part-time job in the chocolate department at Harrod’s, the famous department store in London.