//LEO Revisited: The benefits of “Listen, Enrich, Optimize”

LEO Revisited: The benefits of “Listen, Enrich, Optimize”

2017-10-07T22:41:49+00:00

Quality begins with positive, individual action; when everyone in the organization is listening, enriching, and optimizing.

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

I have mentioned “Listen, Enrich and Optimize” in previous articles and I’ll probably mention them again. They are the main principles of my LEO methodology and they are integral to “Quality is Everyone’s Business” (QIEB) philosophy.  We use QIEB to ensure that everyone in the organization is driving toward the same goal of Quality. LEO helps ensure that this transformation is sustainable.

Why must we as individuals “listen” better to our customers, suppliers, co-workers and our competition? All too often, we dedicated ourselves to collecting data associated with a problem without asking deeper questions like “why” and “how” that might give us better clarity about the processes behind the data. Watch and observe what works and what doesn’t.  Understand and empathize with all your stakeholders until you “get it.” How they express what they need; how they define their expectation of Quality; what it takes to make them delighted and enthused with you, your employees and your company – these are the realizations that will ultimately redefine the level of service you offer and provide.

We use QIEB to ensure that everyone in the organization is driving toward the same goal of Quality. LEO helps ensure that this transformation is sustainable.

When I say “Enrich,” I mean to point out a process that guides us toward what we should do once we have full knowledge of the situation. In other words, if listening leads us to lessons of how we may improve, then enriching means putting those lessons to work thereby increase our potential to achieve a successful solution. Here we apply some logical organization to how we are going to use our data. What does the data tell us about how we currently do things? How can we implement the data and when? If this sounds somewhat familiar, it should, since it echoes many of the aspects of the Quality Mindset that we constantly refer back to in QIEB: Honesty, Integrity, and Resistance to Compromise.

Ultimately, once you and your entire organization have gotten the processes and procedures honed down and working to meet and exceed the needs, wants and desires of your customers, both internal and external, then you must keep raising the bar. That’s the point of “Optimize.” The goal is not just to put out a fire but also to prevent it from happening again. We can challenge known solutions and compare them against other solutions you have discovered; select the best ones and constantly subject them to every situation they may encounter. When you have corrected for any and all possible shortcomings, start the process over. Ultimately, we will never settle for just “good enough” again.

We can spend quite a bit of time on sharpening our LEO skills. By Listening, we don’t get complacent. By Enriching, we strive for perfection. And by Optimizing, we look at Quality as a universal, everyday goal, not an exception that rests with a few people. Ultimately, to be successful, quality must be “everyone’s” business.

Make Quality a Lifestyle Choice

A few years ago, a colleague of mine was driving his car and hit a big pothole in the road. He stopped the car to make sure everything was okay. The car was fine, but at some point, he must have dropped his wallet, because when he got home he couldn’t find it. Sure, he had some money and credit cards in there, but he said that he also had some pictures of his family, and was devastated to think that he’d never get them back.

Transform Your Organization through Quality

I use word “quality” as a proper noun; quality with a capital “Q”; because the effect of quality should not be limited to a policy or a set of rules. When Quality becomes everyone’s business, we see the outline for a truly transformational experience that shakes the very foundation of our beliefs and behaviors.

Redefine the Nature of Quality

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.

Abolish your Quality Department

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.