Quality can get a bad rap.
It’s not unusual for leaders in sectors where the implementation of a quality management system is mandated to complain about the high cost of meeting standards.
Quality can be seen as less important than profit and getting buy in can be difficult.
When there is no leadership buy in for quality, and I mean a real commitment and accountability to designing, resourcing and owning quality, there is no quality culture and the business and customers suffer.
I am often reminded why organisations fail to create a quality culture when I see this quote by Deepak Chopra;
“The Ego, however, is not who you really are. The ego is your self-image; it is your social mask; it is the role you are playing. Your social mask thrives on approval. It wants control, and it is sustained by power, because it lives in fear.”
Leaders who see their role as something separate to quality, who aren’t actively involved in quality can create a culture that stifles improvement.
Quality happens when the voices of many are heard, when everyone is provided with opportunities to speak about how things aren’t working, and how they might be made better.
When leaders aren’t involved, people will talk amongst themselves about systems failing they will become disheartened when nothing changes, and this creates a negative culture.
Leaders who listen, who take responsibility for providing systems that work and provide people with a voice quality happens.
If people are trying to tell you what things is wrong, and how might be better, it’s time to start listening, check your ego at the door.