Quality in your Organization

 by Tammy McNeil-Rankin

    How do you keep the momentum of Quality in the minds of everyone in the organization? Top management and line managers should work together to keep Quality as a top priority on a long agenda of things to do. Top managers and line supervisors should agree that there is a problem worth solving and that they will be a part of the solution. Without the active, informed and obvious commitment of these key player's - efforts will fall short of its potential. Winning the commitment of management may mean pointing out the obvious. Quality makes money. Quality is good business and it cost less to do it right the first time. Reliable quality products and services demand a higher price in a free market. Here are some specific positive steps for top management to think about and act upon: 

    a.  Quality process as part of staff meetings - begin each meeting with a discussion of a Quality issue or concern.  Discuss possible causes and solutions.

    b.  Publicize staff involvement with quality - either informally of formally post improved results from a team's improvement or an individuals involvement in bettering a Quality process. 

    c.  Model the process - not by forming another task force to figure out ways to tell someone else how to do their job, but by figuring out ways to improvement your own job.  Once successful results are achieved, publish or share the good news. 

    d.  Learn and use the quality language - make quality part of the staff vocabulary. All managers should be discussing this with direct reports and others within
or outside of the organization.  Quality is a huge benefit to the organization and front line employees should also be aware of what it cost the company if a process has not been followed correctly. Once all of these steps have been completed, do not forget to express gratitude for those who participated in the process, recognize all those who contributed to the success of the improved process, and celebrate successes for a job well done.  Note, that quality is not free but it can be a great return on investment if done right. Holding all managers and employees accountable for a companies success while helping them to understand the true meaning of Quality is not the same as throwing money at a problem in the name of Quality.  
 
Source:  American Productivity and Quality Center (APQC) - Call Center Operations.  Tammy McNeil-Rankin is a Quality Assurance Manager in a Sales Call Center, to contact please call (336)896-5338