Date post: | 22-Apr-2015 |
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Self Improvement |
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10 things, I have learnt, about Quality
EMC Process Innovation Event
26 February, 2014
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1. QUALITY IS IN INDIVIDUAL ACTIONS
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Implications for Process Innovation
• Individual actions depend on capability and intent
• Both capability and intent, shape each other. But only through actions.
• Therefore act!
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2. QUALITY IS SHAPED BY ORGANIZATIONAL CONTEXT
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2. Quality is shaped by organizational context
What is actually achieved - depends on
• processes,
• measures,
• reviews,
• rewards and
• organizational memory
Implications for Process Innovation – Therefore Enable!
3. CUSTOMER’S NEEDS ARE THE COMPASS. ALAS! THEY VARY
3. Customer’s needs are the compass. Alas! They vary
• Future Products (Brahma's department – Creation)– Anticipated future needs (skate to where puck will be)– Mitigate risks– Assimilate the available
• Current Products & Processes (Vishnu’s department – Sustenance)
– Value for money– First/ best– Relationship
• Outdated Products & Processes (Shiva’s department – Reengineering)
– Reduce cycle time/ costs– Incremental innovation– New markets & niches
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4. A CHAIN IS ONLY AS STRONG AS ITS WEAKEST LINK
4. A chain is only as strong as its weakest link
Individual Gaps• Inability
• Unclear
• Demotivated
Customer GapsOrganization Gaps• Broken process
• Irrelevant or too many measures
• Skipped reviews
• Only penalties
• Fear
• Not seeing future
• Misreading own relevance
• Staying complacent
Implications for Process Innovation – What needs fixing?
5. WHAT GETS MEASURED, MATTERS
5. What gets measured, matters• Early & visible success - always matters
• A leading indicator will give you time to fix things
• Too much measurement, is a pain. Pain without gain, is a drain.
• If same indicator is used for both evaluation and quality, then evaluation trumps quality
Implications for Process Innovation – Design Measures too
6. LEADING INDICATORS ARE INVALUABLE. USE WITH CAUTION!
6. Leading indicators are invaluable. Use with caution though
• Examples of Leading indicators
– The buzz in the backroom
– Smiling faces when coming out of office
– Under promised and over delivered
• It is futile to tweak the speedometer needle of a car to make it go faster
Implications– Use intangibles to diagnose. Not to deliver.
7. QUALITY IS COMMON SENSE
8. WE DON’T KNOW, WHAT WE DON’T KNOW
Implications – Stay open. Stay humble.
9. TO DO THE SAME THINGS AND EXPECT DIFFERENT RESULTS, IS MADNESS
Implications – Do different things, but not insane ones.
10. QUALITY IS EASIER IF YOU CAN FORESEE THE FUTURE
10. Quality is easier if you can foresee the future
• No quality is possible without comparison
• To build to an unprecedented quality, an unprecedented comparison is required
• Such a comparison can only come from the future
• The peek into future also allows us to see consequences of our actions
– When aggregated over numbers
– When compounded over time
Implications – learn crystal ball gazing ..
All the best, for your process innovation journey!
A Dream of a Just, Equitable, Humane and Sustainable Society
31Thank You