Last week we talked about the difficulties of defining quality and how linking it to customer experience rather than compliance can help an organisation get a better understanding of what quality means to them.
Hopefully, we can assume that organisations strive to deliver quality, perhaps doing it unconsciously, so does it really matter whether we can define it or not?
I think it’s important that there is a commonly understood definition of quality in each organisation for the following reasons:
When quality is defined
- It’s easy to see when it’s happening and when it's not.
- Everybody sees it as important rather than somebody else’s job
- Leaders make it a priority and can measure it
- The quality position and tasks are clearly defined
- Quality is more easily integrated into everyday business
When quality isn’t defined the quality position can become a dumping ground for everything perceived as quality, including writing all the policies and procedures, keeping on top of legislative changes, managing incidents, human resources, workplace health and safety, induction…….
It’s not uncommon for this role to become overwhelming.
I am originally trained as a nurse in the UK. Nursing is a profession and the professional body APHRA is responsible for ensuring that only people with the necessary skills, training and competence in Australia are registered to practice.
There are many professions where registration is required, but quality management is not one of them. There aren’t minimum qualifications and people in the position come from a diverse range of backgrounds, with different skill levels. It is not uncommon for people in the quality position to have no experience or training.
If you link quality to customer experience it can play a vital role in the success of your business. Continually bad customer experience can quickly help you go out of business. It makes sense to ensure the person you place in the quality role is suitably skilled and continues to develop professionally.
Do the people charged with quality have the rights skills?
Do you value quality, or see it as an add-on forced upon you by external stakeholders and funders?
Have you defined quality, is it linked to your customer experience?
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Connect with Rebecca:
If you are interested in working in an efficient customer focused business here are a few ways I can help:
- Download a free chapter of my book [HERE]
Get a sample of DECIDE|DESIGN|DELEGATE the three step guide to implementing a quality system.
- Ask me about attending the "Quality Network" program
Come for a FREE session and meet the tribe. [More info here]
- Work with me
If you would like to work directly with me to build an efficient enterprise reply with #lessbusy and we can arrange a time to have a chat about what you need.