Kari Miller, Sr. Director of Industry Solutions & Product Management, Pilgrim Quality Solutions
A culture of quality requires teamwork. Teamwork is the natural result of working in an environment where people feel they are part of something bigger than themselves. When personal success on the job is defined by the success of that something bigger, an organization has achieved a critical ingredient for a quality culture. The company’s welfare, and therefore the employee’s welfare, is also directly tied to that of its suppliers and customers.
This is where the quality corporate culture comes in; open communication, and understanding of values, goals, and access to information are the only way to achieve success in the extended enterprise (company, suppliers, and customers). When the extended enterprise is focused on process, and everyone understands their inputs, requirements and impact on others, continual improvement can be achieved and everyone wins.
Philip Crosby states that “Quality is the result of a carefully crafted cultural environment.” Corporate leadership must effectively communicate, and more importantly, demonstrate quality as an inherent value of the organization. To do that, the following attitudes must be internalized.
Quality does not take time, it saves time. Quality is not expensive, it is cost effective. What gets measured gets managed; empower employees with information. Documentation, training, and education save money and empower employees. Problems are opportunities for improvement. The only real problem is a hidden problem. When problems do arise, focus on the process not the individual. In the quality culture, focus is on the customer and quality becomes everyone’s responsibility. Customer expectations are exceeded and customers are delighted.
With this improved customer satisfaction comes increased revenues from repeat sales. Crafting a quality corporate culture in your organization will also result in reduced risk, improved compliance, and lowered costs, improving your competitive edge, thus preparing your organization to address the challenges of the next decade and beyond.