QUALITY PROGRESS Notable Quotesschmidt.weebly.com/uploads/1/6/5/7/1657346/words_to_work... ·...

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Putting Best Practices to Work

QUALITY PROGRESS

P www.qualityprogress.com | November 2013

switch the sequence: a new approach to a traditional tool p. 18

Environmental management system reaps results p. 24

Energy-saving approaches p. 32

Plus:

tips for teaching

Quality inAsia p. 26

Notable Quotes

readers wrote in to share the words that inspire them most –– and why p. 18

WHEN YOUR JOB is to make the world work better, it’s not without its challenges. A little inspiration can go a long way toward solving problems effectively, motivating a team and fostering personal and pro-fessional growth.

Inspiration is very personal. For many quality professionals, quality quotes are more than just words. They embody the essence of their motivation. In recognition of World Quality Month, QP asked readers to tell us the words of wisdom that resonate with them and why.

Here you’ll find quality quotes that are old and new; spoken by recognized gurus or created by readers from all corners of the world. Each saying’s moti-vational force and their power to shape the way we think and work is evident in each accom-panying personal story.

For some, quality quotes

are profound reminders to do their best at work and at home. Others said their favorite quote reflects what they believe to be quality’s overarching purpose. Others find quotes to be a useful tool for teaching quality prin-ciples to colleagues.

Only a sampling of submis-sions is highlighted in print. Go to this article’s webpage on www.qualityprogress.com to find the entire QP collection. We hope you’ll be inspired to add your voice and visit www.QPQuote.com to customize a poster to print or share. —Compiled by Megan Schmidt,

contributing editor

Readers share their favorite quality quotes and reflect on the wisdom of the words

Fun with Quotes:Visit www.QPQuote.com to create a custom poster featuring your favorite qual-ity quote to print and display, share on social media or email to colleagues.

Words to Work By

QP • www.qualityprogress.com18

QP • www.qualityprogress.com2 November 2013 • QP 19

This quote is significant to me because it is my guiding principle and personal mantra to fail forward and learn from my experiences. As a 20-year quality practitioner, I have learned to truly embrace failed initiatives as windows to improved efficiencies and to learn from missteps to experi-ence true and sustained success. Success is not sustained

by accidental happenstance, but rather, as Foster states, by sincere effort, dedication, and sticking with the plan.

Ronald Bazil, director of audit and compliance,

Children’s Services Council of Palm Beach

County, Boynton Beach, FL

Employees must maintain high standards to produce quality prod-ucts and keep customers happy. Happy customers ensure repeat business and job stability. Involvement is the act of engaging a participant. It implies some professional, personal or emotional attachment. Involving employees in the operations of the orga-nization and allowing them to contribute more than their muscle is very important. A level of trust and honesty must be evident so that employees work to help satisfy the customer. Success

depends on trust among employees, middle man-agement and senior management. There should be trust that everyone is doing his or her job accord-ing to what is written.

Ing. Luigi Sille, quality manager,

Red Cross Blood Bank Foundation, Curacao

Everyone always says “I’ll do my best” or “I did my best” without realizing that’s not sufficient. Every sitcom dating back to “The Honeymooners,” with bus driver character Ralph Cramden in the 1950s, is full of characters doing their best but falling short of their desired outcome—while creat-ing entertainment for the rest of us in the meantime. This quote stresses the importance of acting based on accurate

data and an understanding of underlying principles and behaviors, rather than acting based on gut or intuition.

Tony DeMarinis, independent consultant,

Total Quality Management, Warwick, RI

“Quality means doing it right

when no one is looking.”

—Henry Ford

“Quality is never an accident; it is always the result of high intention, sincere effort, intelli-gent direction, and skillful ex-ecution; it represents the wise choice of many alternatives.”

—Will A. Foster, Gabel-Risdon Creamery Co.

“It’s not enough to do your best. You must first know what to do, and then do your best.”

—W. Edwards Deming


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This quote aligns with my philosophy as a quality manager, trainer and advisor. When you choose to take on the role of quality manager, you must believe in what you are doing, see it as a mission and be very persistent. Being a quality manager is one of the most frustrating professions on earth. You work very hard to see the fruits of your labor, but in the end, after you reach your goals, it is very satisfying. Never believe the person who says there is nothing you can do to make something better.

Mirit Ziman-Shomer, management and quality consultant, Israel

This quote emphasizes perfection and excellence. I understand this quote to mean “work is worship.” The quote has always reminded me to do my work with full involvement and dedication in personal and professional contexts. It has motivated me to excel and demonstrate discipline in every activity and task I perform. It has inspired me to achieve everything, from being punctual in

the office to solving yield and productivity issues.

Mahantesh Hunagunda, manager of

production and fabrication components,

Bharat Electronics, Bangalore, India

This quote captures why quality is important to me: It invites effectiveness and efficiency. It invites discipline. It invites familiarity with our work, and that familiarity likely leads to fewer problems or faster solutions. It invites im-

provement. It invites constructive discus-sions rather than blame. It invites manage-ment to convey intent. It invites workforce awareness of what is expected.

Wally Robinson, STRS Ohio, Columbus

“Remember, your work may

be only to sweep a railway

crossing, but it is your duty

to keep it so clean that no

other crossing in the world

is as clean as yours.”

—Sir Mokshagundam Vishveshwariah,

Indian engineer and Bharat Ratna

recipient (India’s highest civilian

achievement honor)

“All work is a process.”—Philip B. Crosby

“In the race for quality, there is no finish line!”

—Eliyahu M. Goldratt, business management guru. (This quote has

also been attributed to David T. Kearns, former CEO of Xerox)






















November 2013 • QP 21

In quality, as in everything else, we are regularly presented with varying statistics and lists of numbers used to convince us of one thing or another. A recent example is the unemploy-ment rate in the Canadian province of Quebec. Depending on the period examined, the government and the opposition claim that either thousands of jobs were created or lost. Many times, the presenter has chosen his or her numbers to reflect

the expected trend, and this slant can have damaging effects on the actual situation being reported. Ahhh … statistics. Truly an art.

Jean-Pierre Amiel, quality project coordinator,

technical services, Montreal Transit Corp., Quebec

Jobs’ quote on being the yardstick of quality really hits home with me because I work in healthcare. I believe he used the word “yard-stick” to refer to measuring performance outcomes and to be the organization that others will benchmark against and aspire to become. More than ever, the healthcare environment has an ex-pectation of excellence. Those who choose to work in healthcare must use robust and error-proof processes with meaningful mea-

surements to ensure excellent clinical outcomes. Nothing is more important than someone’s life.

Jean Hammelev, executive director of program office

and quality, Sonora Quest Laboratories/Laboratory

Sciences of Arizona, Tempe

I think this quote speaks to the root of what drives quality: culture, systems, management and alignment. If those elements work properly and are aligned, an organization is bound to be pointed in the direction of top quality—or, at

least in the best position pos-sible to do so.

Brent Brewington, quality

specialist, Kirby Risk Service

Center, Lafayette, IN

“Figures don’t lie, but liars do figure.” –Mark Twain

“All organizations are perfectly aligned to get the results they get.” —Arthur W. Jones, sociologist, author, and financial journalist

“Be a yardstick of

quality. Some people

aren’t used to an

environment where

excellence is expected.”

—Steve Jobs, co-founder,

chair and CEO of Apple





















One needs many tools, and trying to use the same quality tool for every situation does not work.

Jeanne Yudin, senior quality engineer,

Universal Alloy Corp., Canton, GA

I’m always seen as the product stopper or the conveyer of bad news. However, it’s important that everyone re-alizes the value of my contribution and the importance of it. Without our effort, we would have products of poor quality and a dented reputation among consum-

ers. My quote represents that the critic of the product is essential, and without him or her, the product never succeeds.

Raghavendran Rangarajan, tech lead at

Ingersoll Rand, Chennai, Tamil Nadu, India

Before I retired as a quality professional, I often helped with various process improvement activities. I don’t remember the source of this quote, but it was a use-ful comeback to those who sought to improve process quality after they themselves had fiddled with various variables and held everything else constant. I would ask them what had been held constant, at what levels and how they knew they remained constant. It was a sneaky way of introducing experimental design principles. I made a 40-year career out of doing this and had a lot of fun.

I hope it made real and lasting process quality improvements.

Jeff Lackey, former member of the ASQ Board

of Directors, retired self-taught woodworker,

St. Simons Island, GA

“Critics are critical

to the product.”

“Variables are. Constants aren’t.”

—Unknown source

“I suppose it is tempting, if the only tool you have is a hammer, to treat everything as if it were a nail.”

—Abraham Maslow, psychologist


world quality month

This is what I say when people seem content to merely achieve their targets—usually specific, measurable, achievable, relevant and timely (SMART) goals. The bull’s-eye is what gives groups and organizations the advantage to beat their competition. It’s the essence of continuous improvement to focus on zero defects. This archery theme also fits in well

with the Chinese saying, “100 shots, 100 centers hit.”

Kimo Cummings, independent consultant,

Singapore

This Spanish phrase loosely translates to giving your all in your assigned or volunteer task with passion, emotion and commitment. This motivational quote has served me well throughout my personal and professional quality career. It is what pushes me to read one more page of The ASQ Auditing Hand-book, to solve one more ASQ Certified Quality Engineer sample exam problem and to rewrite another ASQ Certified Manager of Quality/Or-ganizational Excellence practice essay. The phrase puts me up to the task of finishing final arrangements for the ISO/AS surveillance audit, organizing an employee luncheon, assembling a team for an upcom-ing project, facilitating my ASQ section’s strategic planning session, helping organize a conference, and preparing for an ASQ Board

of Directors meeting.

Elías Monreal, ASQ Board of

Directors, quality engineer,

Industrial Tool, Die &

Engineering, Tucson, AZ

I work in an FDA-regulated industry and I am constantly asked by co-workers, “Am I allowed to do this or that?” Specifically, colleagues who may be unfamiliar with regulations—engineers, designers and developers—often ask me, “What is allowed?” This quote I created is my stock response to those inquiries. Yes, we have procedures in place to meet quality goals, but not every procedure covers every situation. Sometimes following those procedures letter-for-letter is just not practical. Most quality folks think in black-and-white terms. Unfortunate-ly, in this gray world we live in, keeping things running smoothly and meeting goals often involves stepping out of that black-and-

white. How do you do that? With documentation. And justification for why you’re doing it. I later added “legal” because, unfortunately, as learned from experience, you cannot assume that.

Denise Wrestler, director of quality assurance and

regulatory at AutoMedx Inc., Flower Mound, TX

“In archery, you win by aiming at the bull’s-eye, not by merely aiming to hit the target.”

“¡Darle ganas!”

“You can do what you want so long as it’s documented and justified. And legal.”






















This quote is my own. This is important because when failure or defect occurs, quality and reliability engineers often hurry to do statistical analyses without truly understanding the physics and

root causes behind the failure. Understanding the physics of failure is a key to correcting it.

Andre Kleyner, global reliability engineering leader,

Delphi, Kokomo, IN

This quote is important to me in my work as a quality systems consultant. I often find that organizations place more interest and priority on the production end than on quality. They don’t see the cost of poor quality when products are returned, reworked and replaced, and when schedules and customer percep-tion are adversely affected. Simply pushing product out the door without ensuring the quality of the product is often counterproductive.

Bill Goss, president and

senior consultant, QSC

Group LLC, Newburyport,

MA

The QP glossary defines quality as, “A subjec-tive term for which each person or sector has its own definition.” Quality definitions from other institutions allude to a lack of defects or adequate performance. I created this defini-tion to reflect how customers, regardless of the product or service received, view quality. I say it is time for the quality community to stand up and define quality the way consum-ers perceive the term. Ask any consumer what the sales representative means when he or she refers to a “quality product.” They know that it means that it’s a good one. Though no numbers are assigned, a value judgment is im-plicit. The consumer may respond that, for his or her purposes, he or she doesn’t really need something of that quality and ask to be shown something of lesser quality. If the marketplace knows what “quality” means, why do those most responsible for the term avoid or deny

that definition?

Edward Lawson, chief

metrologist and quality engineer,

Gleason Metrology Systems

Corp., Dayton, OH

“Production is not production without quality.”

“Quality is the degree of excellence with which a product or service fulfills its intended purpose.”

“In reliability and

quality engineering,

physics always

trumps mathematics.”






















world quality monthworld quality month

The quote is important to me because in life you will be presented challenges every day that have positive and nega-tive outcomes. Failure is a part of life and your attitude is key in whether or not you learn to better prepare yourself for the future. Every positive and negative experience has parts that went well from which you can build. There may also be disappointments, and you can examine what went wrong. A negative attitude or a belligerently positive attitude can be blinders when it comes to learning from experiences.

J. Andrew Pratt, international direct distribution advisor,

FedEx, Memphis, TN

Most people take good quality for granted and don’t realize the im-portance of it until there’s a quality crisis. This behavior seems to be perennial. I always remind people

to make quality a priority.

Sng Yang Seng, ST

Electronics Group,

Singapore

This quote motivates me to be my best—regardless of the circumstances. I believe in moving on and working with enthusi-asm—even during tough times. Whether in a personal or organizational context, you must hold responsibilities on your shoulders and give your best. Never have a fear of loss. Accept the end result in good spirits, make conscious efforts to improve,

believe in yourself and put in your best for a produc-tive outcome.

Prateek Dhariwal,

project engineer, Dubai

I added “but it matters to the cat” to this common old phrase. The point is that process, not just results, is also

important to the customer and supplier. We can either do something the right and best way, or it may be painful.

Doug Krumm, principal project quality

manager, Rockwell Collins, Cedar Rapids, IA

“Success is a learning process, failure is an attitude.”

“There is more than one way

to skin a cat—but it matters

to the cat.”

“If you have no time for quality, then why do you have time for rework?”

“Drive out fear,

work with zest.

Be a pioneer,

deliver the best!”


Dozens more quotes and vignettes can be found on this article’s webpage at www.qualityprogress.com.

Visit www.QPQuote.com to design and print or share your own quote with friends and colleagues.

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