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Why We Need Quality Police November 10, 2013

Posted by Tim Rodgers in Management & leadership, Organizational dynamics, Process engineering, Quality.
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I’ve said it myself many times: the quality department shouldn’t be the quality police. We tell ourselves that everyone is responsible for quality, and we therefore ask people to police their own behavior and make the right choices. This sounds good and noble, and it’s certainly more cost-effective than relying on a separate functional group to keep an eye on things.

And yet: it seems to be the only way. We need quality police.

When we’re left on our own, we tend to look for the fastest and easiest way to complete our assignments. We don’t spend much time thinking about the priorities or needs of other groups, or how decisions have future consequences. To eliminate chaos, businesses establish work standards and processes to enable coordinated activities and a smooth flow of information. Certainly we want our work processes to be effective, but what matters most are the consistent results that are achieved when everyone follows the process.

Somebody has to keep en eye on all this, to check for process conformance and process improvement opportunities. Managers can monitor the performance of their assigned teams, but a manager will tend to optimize within their team according to their objectives. Second-level or higher managers have a broader (and possibly cross-functional) perspective, but they probably lack the deeper understanding of the work processes.

If you have a quality team, this is their job. They’re the ones who pull together all the processes into a corporate quality management system (QMS). They’re the ones who train and audit the QMS, not just to make sure it’s being followed, but also to make sure it’s meeting the needs of the business. They’re the ones who monitor the performance of the processes to identify opportunities for improvement. And, if you care about ISO 9001 certification, they’re the ones who make sure you “document what you do, and do what you’ve documented.”

This isn’t the quality police looking for “process offenders” and punishing them. This is standardizing processes, reducing variability, and eliminating waste. Doesn’t every business want that?

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