It occurred to me, in conjunction with my general mission to help people "Start Somewhere" I could do some writing about what some terms and ideas mean. On the top of my brain lately has been Culture of Quality. Maybe this isn't the best place to start, yet I think there are very simple ways to get this going in your workplace. I think you can do it even if you aren't the boss. Let me explain what it means and also how you can get going. As always, these writings are based on my experience, reading, interactions with people, and observations of different types of organizations.
What Does That Mean?
Culture of Quality.
Before we dive into what it is, let us consider what it is not. Or even, look at where it doesn't appear to exist. The American Society for Quality (ASQ) does an annual survey related to workplace focus on quality. Would it surprise the reader to learn less than half of workforces surveyed indicate leadership is committed to quality? Harvard Business review has similar numbers. Quality, as a functional purpose is missing from ~60% of workplaces. We may infer then, employee understanding of quality is also lacking. These employees will get promoted. Without systems to improve their understanding, it may or may not improve over time. When you don't take direct action to promote quality at all times at all levels...something you don't intend is going to slip out.
Culture of quality is:
I tried several single statements and I didn't care for them, so you're getting a list. Culture is built on many components, good culture even more so. My list.
- Clearly established and communicated purpose
- Expectations set at every level
- Intentional action based systems to facilitate #1 & #2
Purpose
I write lots of word reiterating the Deming management points. Point 1: "Constancy of Purpose" is unlikely to leave the top of my ideas and recommendations any time soon. Always find if your purpose is clear. Communicate your purpose at every available opportunity. An enormous component of leadership is your ability to communicate purpose of organization and translate this to the most minute function. Accounts payable = function to purpose. Janitor = function to purpose. If you haven't gone through an exercise to link your purpose to every job on the org chart, now is as good a time as ever to do so. After you have worked out how to communicate this, start doing it. See #3.
Expectations
While we are on the communication train, let's hookup to the expectations car. Every job can be linked to the purpose, good, this enables the determination of expectations. So what are they. For starters, the next process is your customer should be gospel in your spaces. This ultimately serves the customer which is...the purpose. We can base each areas need to deliver what the next operation requires as the starting point for expectations. Leaders can then emphasize these at weekly standup meetings. The ones you have to see what is actually happening on the floor. Conduct and interaction make for good expectation candidates. Leaders again must set the tone.
Action Based Systems
Nothing runs itself, culture will decay and rot without proper attention. Build systems to celebrate your purpose, embrace expectations, and create a cycle of renewal. One of the first systems I recommend is a training program. Simple is fine at first. The point is to enable the first level of professionally communicated purpose and to set expectations. A good orientation program can start things off right. Next build a plan, establish what must be completed first and when. Have a timeline. Goal date. Perhaps incentives for finishing early. Add to this periodic company wide trainings. Talk up your purpose at least every quarter. Setup competitions for who can recite the quality policy, the mission or vision statements. Leaders, be seen around your people learning about what they are doing, where they are at, and get feedback. Make these things habits.
So that's what that means!
Culture of quality is a continuous practice of communicating purpose, setting expectations, and leveraging systems to promote both throughout your organization. And it is more too. My list is just the beginning. If you can lead with just these three actions, you will go places you didn't know were possible.
If you'd like to figure out where to start with your culture of quality journey, schedule a free consultation. Find me on LinkedIn. Together, we'll Start Somewhere.
