When 'quality' ceases to be just lip service from one employee to another - it becomes a process for continuous improvement toward perfection.
How is ‘listening’ a crucial step for organizational success?
Even big and successful companies sometimes forget the importance of listening.
Microsoft spent years combating the perception that it couldn’t deal with or didn’t care about stability problems in its Windows operating system.
Adobe let the prices of its high-level production software rise to incredible heights to the point now where many of their ‘loyal’ users are merely biding their time for a cheaper alternative.
Toyota has been beset with persistent rumors about their quality. First, it was acceleration problems and floor mats, and the headline grabbing recalls continue.
No matter who it is – be it your customers, constituents, stakeholders, investors, membership – or even your family members – careful, intelligent listening is the first crucial step to success and for overcoming problems and achieving a Quality operation.
For the record, each of the companies I have mentioned has made constructive efforts to reach out to their customers and show that they are – in fact – LISTENING. But listening, as it pertains to your management process, not a rigid, step-by-step technique for finding out what customers want or need. In fact, there is no strict methodology that can be deployed to meet the infinite variations of individual experience.
Each organization is unique in terms of its products and processes, just as each interaction will be perceived differently. However, the failure to truly listen to customers is at the heart of why many organizations fail. No matter who it is – be it your customers, constituents, stakeholders, investors, membership – or even your family members – careful, intelligent listening is the first crucial step to success and for overcoming problems and achieving a Quality operation.
I have three specific rules that will help ensure that your listening skills are applied effectively and that your listening pattern is in fact ‘careful and intelligent’.
There are many powerful management tools can be deployed to increase the effectiveness of your listening process – this can help you on a personal level. However, the data collection process itself usually involves two phases – quantitative as well as qualitative research. For instance, you may need to deploy marketing surveys and other research to build a complete picture about your situation. Wherever possible, show the affected audience – your customers for instance – that you are actively engaged by including them in the data collection process.
As with all things, it is always important to keep matters as simple as possible. The more complex the process, the more effort a company must put into learning to use it properly. Put into another way: the more complex the process, the more likely that more things may go wrong. But you’ll never go wrong just by sitting down and listening.
What can you do to keep your production flow moving and your processes moving. At the end of the day, rather than waste your energy trying to straighten out the flow, focus your effort on flattening out the curves and minimizing interruptions as much as possible.
If you want to create your quality revolution, you need to stop thinking about quality and think more about your people.
How can you deploy a management process with a broken chain? How do you know if yours is broken?
How excellent organizations revolutionize their Quality process through the strength of “people power.”