By Roderick M. McNealy (auth.)
Making caliber Happen offers a consumer pleasant, shopper concentrated technique for enforcing caliber development method in any kind of supplier. the writer attracts upon own event of workin with over fifty assorted corporations and indicates how you can make caliber an essential component of your expert existence, no longer an additional or extraneous feature.
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Extra info for Making Quality Happen: A Step By Step Guide to Winning the Quality Revolution
Example text
The people doing the work - whether in accounts payable, commercial production, market research, or on the factory floor - have the best insight on what can go wrong with a process and how it can be improved. In place of communicating within our own organization, we often choose to employ expensive outside consultants. In fact, a good measure of how reactive or proactive a company is can be determined by how much that organization spends on outside consultants dealing with existing technology and problems.
It is really quite simple, yet deadly accurate in portraying an organization's Quality status. Many are uncomfortable with this direct approach to measuring Quality. However, the measurement of Quality is only vague when we want it to be. Moreover, the measurement of Quality must incorporate the entire organization, not just the manufacturing area which traditionally suffers the most intense 'Quality' scrutiny. 36 HOW DO WE MEASURE QUALITY? Actually, an organization's major non-Quality costs are administrative and management related.
These costly consultants, but they then derive perverse pleasure in completely disregarding the recommendations they have paid so dearly for! The international ISO 9000 Standards focus on this recommended proactive approach through an emphasis throughout the standards on clear process definition, documentation, and auditing. Similarly, the Malcolm Baldrige National Quality Award criteria stress a proactive approach by a continuous emphasis on process improvement based upon customer needs and expectations.