Both Sally Hogshead and James Melton recently spoke at the ASQ World Conference on Quality and Improvement about “making oneself likable, fascinating, and charming.” Julia McIntosh sums up the common themes discussed at the event and asks if it’s necessary to distinguish ourselves and how do we do it?

Think about the type of person you would rather work with…  Think about what’s common among the people that get things done.

Broaden the definition of “soft skills” and you can see why…

“Soft skills are personal attributes that enhance an individual’s interactions, job performance and career prospects. Unlike hard skills, which are about a person’s skill set and ability to perform a certain type of task or activity, soft skills relate to a person’s ability to interact effectively with coworkers and customers and are broadly applicable both in and outside the workplace.”

“Soft Skills are behavioral competencies. Also known as Interpersonal Skills, or people skills, they include proficiencies such as communication skills, conflict resolution and negotiation, personal effectiveness, creative problem solving, strategic thinking, team building, influencing skills and selling skills, to name a few.”

How do you improve “soft skills”?

1. Do a SWOT analysis on yourself.  Brainstorm your personal Strengths, Weakness, Opportunities and Threats and assess what you need to focus improvement efforts on.  Mind Tools tells you how and even has a template you can use.
2. Create a S.M.A.R.T. goal for yourself to make sure you’re specific about what you’re wanting to improve.  Instead of trying to improve too much at one time, set it up in phases or smaller segments that are more manageable.  (Specific – Measurable – Attainable – Realistic – Timely) 
3. Create an Elevator Pitch that establishes a personal brand that you’re comfortable with.  Distinguish yourself and be able to effectively communicate this to others. Practice until you don’t sound rehearsed.  Friends and family should hear it several times before it gets tried elsewhere.
4. Get out there and network.  Look for local events that provide an opportunity to practice specific skills.  Start small and gradually increase your exposure.
5. Write it down for continuous improvement.  After each opportunity to network and/or otherwise practice “soft skills,” journal what worked, what didn’t and why.  In addition to continuous improvement, the journal is motivating in that you can track your progress.

At the end of the day, “you can catch more flies with honey than vinegar.”

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Good times in Anaheim with ASQ Accelerating quality Coca-Cola & quality… I’m sold.

So, next week, quality professionals from around the world will gather, network, learn and share ideas.  You can feel the passion the minute you enter the convention center.  Anyone that’s been there knows exactly what I mean.  It’s the place where quality is cool and the accepted idea that quality is pretty much everything rules the roost.

I’ve been involved with selecting and exhibiting at trade shows for many years now and think it’s quite fun.  Pro QC has always been supportive of me going to the ASQ events for professional development as well.  The ASQ events are hands-down my favorite.  The organizers obviously do a great job planning the speakers, after-hours opportunities, etc.  Speaking of, I actually came across Simon Sinek’s TEDx talk yesterday!

Whatever the show is, Scott really nails it on the preparation and planning in his post.  My suggestions through experience can be generalized for all shows and are similar:

You’re there to network.

Meeting people who share similar interests is awesome! While it may be easy to attach on to a small group, it’s important to manage your time and make sure you’re taking advantage of the face-to-face opportunity.  Even introverts can rest at ease knowing that everyone there has something in common.

Advice: Have personal business cards printed, in addition to your standard business cards.  

**I actually wrote an article about networking at events like this previously.

You’re there to learn.

Plan your time wisely and register for any seminars/workshops you want as soon as possible.  Listen-Listen-Listen.  I’ve always received either a physical and/or electronic copy of the content, so I try to really be present when I’m in the session.  I always have pen and paper but only write down insights or ideas.  There’s usually opportunities for questions as well, which can really help you customize the experience to get the most value.

Advice: I love concept mapping.  Lifehacker has a great article on note-taking covering various valuable options. 

Plan your day.  

Planning your day removes some of the chaos factor.  Get the venue layout and event schedule as soon as it’s available.

Advice: Actually put some thought into your attire. You’ll need clothing for walking around the event, after-hours functions, etc.  Really consider your shoe choice wisely, even if that seems silly… It only took one trade show wearing fancy heels for me to figure this one out. 

Summarize your day.

This may be a little too much for some.  But, as someone who enjoys writing anyway, I always make sure to summarize the day.  With so much going on and so many things to follow-up with when I get back, it’s important for me to kind of rehash my thoughts so that I can revisit them later and follow-up as necessary.  It takes the stress out of having to remember to remember.

Advice: Use social media if you can.  It’s a great way to “raise the voice” about your experience to others who are unable to attend.

Leave room.

Seriously, make sure you have room for all the stuff you’ll be bringing back.  Good one Scott!  Last year, my bag was crammed with all of the bookstore goodies.

Have fun!

Don’t get so wrapped up that you forget to have fun and enjoy the experience.

Follow all of the conference fun via Twitter – #wcqi13

My review of last year’s conference is here.

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Why networking is the tops…

The gist of the whole series is that a badass stylist, Tabatha, visits suffering salons that are essentially on the verge of collapse.  The dynamic at most of these places is much like I remember high school, so there’s drama around every corner and a general theme of poor management.  Tabatha cleans house in a matter of days and always seems to turn the disparaging business around.

So, the episode with quality was addressing a complaint the stylists had concerning their inability to give quality cuts because they were held accountable to such a high quantity standard.  Of course other issues such as lack of training, poor team management, etc. were at play as well.

Tabatha brings the owner to some kind of restaurant and has her make a significant number of burgers in a ridiculously short amount of time.  The owner manages to make half of the required order, and they looked inedible.

A follow-up activity was to give the owner a variety of resources, fresh ingredients and no time limit and requests she make a burger in these conditions.  Obviously, the product looked quite delicious.

I thought this was kind of a nifty way to say that quality is what counts.  Bravo to Bravo…

This particular episode reminded me of one of my favorite people in the world, a dedicated Aveda stylist that puts a ridiculous amount of love into her craft.  

Related posts:

Oh, snap… In your face Cost of Poor Quality My quality vs your quality… Ford: Is Quality Still Job One?

In trying to wrap my head around the other side of this issue, I can only think of two possible causes for such thinking:

Revenue

It’s immoral to claim revenue for such legislation, especially when you’re living in a nation founded on freedom. There’s a larger cost here. 

Religion

Separation of church and state.  Separation of church and state.

Let’s think about Pareto here and really focus on the 20% of our issues that are going to have the most significant impact on our country.  Even better, let’s not even consider this an issue anymore.

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A 2012 estimate shows the Tampa Bay area population to have 4,310,524 people and a 2017 projection of 4,536,854 people. This doesn’t make ensuring quality easy, but overall I can say both Hillsborough County and the City of Tampa are doing a great job.  Paul Borawski is asking why this month?

1) Mission

The county’s mission focuses on quality and is consistent.  As quality professionals, we know this is where it starts.

The mission of Hillsborough County government is to provide effective quality service at a reasonable cost with courtesy, integrity and accountability in a manner that protects and enhances the quality of life of our diverse population.

The mayor of Tampa, Bob Buckhorn, continues to focus on “quality of life” in his State of the City and other communications and has succeeded with many initiatives, for example the Tampa Walk-Bike Plan among others.

2) Sustainability

In 2008, Tampa was ranked as the 5th best outdoor city by Forbes.

In 2012, Clean City removed over 1,237 tons of litter and debris including 14,131 snipe signs from major thoroughfares and residential corridors. In addition, 2,800 volunteers completed 91 clean-up projects and collected over 2.22 tons of litter and recyclables as part of the Annual Clean City Day.

In 2012, Tampa ranked in the Top 25 U.S. Cities with the Most ENERGY STAR Buildings.

Recently, the Traffic Signal Section completed the conversion of incandescent bulbs to LED for both traffic signals and pedestrian crossing signals. The conversion is saving the City more than 70% on the electric cost per year by converting the 65W incandescent bulbs to 15W LEDs.

St. Petersburg has gone all out with their efforts as well, and you can see it taking shape.

St. Petersburg is the first city in the state to receive the Green Building Coalition’s Green City designation, and has been recognized for energy conservation, recycling, water conservation, fuel efficiency, landscaping and preservation of open spaces, and other environmental programs.

3) Transparency & Accessibility 

If anything, people in Tampa can’t say there’s limited information available to them about what’s going on in their local government.  You wouldn’t have to look much farther than either the county or city websites for most things.

Hillsborough County

City of Tampa

The city is conveniently accessible via social media as well and actually posts consistent, useful information.  And, of course, City of Tampa Television (CTTV) is pretty cool.

If that’s not enough, as I was digging through their websites, I was impressed to see that the 2011 Quality Control Review Audit Report included praise to the government staff for their use of Risk Analysis!

Of course, continuous improvement is key and I’d likely have an earful to tell my local officials if they were standing right here.  But, I’d also add that I think they’re doing a great job.  Of course, community involvement and support is key.

I’ve travelled all over the world and must say Tampa makes a great home.

Related posts:

Guest blogger: High quality psychology translates to high quality management Ford: Is Quality Still Job One? Quality Around the Clock… Quality professionals take it personal

My favorites included:

From a market segmentation perspective, the Nielson (PRIZM) information is quite interesting for the Hyde Park area.

The Chalk Walk was sponsored by the Tampa Bay Businesses for Culture & the Arts.  Founded in 1989, is a not-for-profit organization of businesses committed to supporting arts and culture. TBBCA educates and motivates bay area businesses and individuals for their support and continued development of arts and culture within our community.The Tampa Bay Businesses for Culture and the Arts believes in making art and culture accessible to everyone.

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Walking the walk for social responsibility

In full disclosure, my husband’s critical decision process is a valued asset to what he does and it’s what makes him such a superstar in many ways.  Each detail is evaluated and re-evaluated, researched and analyzed.  This is what sometimes, just sometimes, can be frustrating.

Last week, I broke out pen and paper and saw a grid analysis save precious time…

Problem (identification of want/need): Our son has outgrown his bicycle.  We asked (told) him to pick a physical activity and he chose off-road biking to do with his dad.  A camping trip is approaching and a new bike becomes an immediate concern. 

Factors – Availability, Components (Quality), Aesthetics, Price & Dimensions

Options – Trek 3 Series 3500 or Giant Revel 1

**Note that the two options were decided based on previous knowledge and availability at the two local stores specializing in bicycles.

Grid Analysis without weights:

Grid Analysis with weights:

Trek wins! And, he loves it…

What happened here is common, in that we were focusing on one or two of the factors that often cloud a well-rounded decision.  In fact, we were leaning towards the Giant based primarily on the price difference.  This especially causes dissonance in a logical thinker like my husband.  The Giant just didn’t feel right in this case, so it wasn’t easy to make a solid decision.  Grid analysis to the rescue!  All parties agree the Trek was the best bet.

Grid Analysis is the simplest form of Multiple Criteria Decision Analysis (MCDA), also known as Multiple Criteria Decision Aid or Multiple Criteria Decision Management (MCDM). Grid Analysis helps you to decide between several options, where you need to take many different factors into account.

To use the tool, lay out your options as rows on a table. Set up the columns to show the factors you need to consider. Score each choice for each factor using numbers from 0 (poor) to 5 (very good), and then allocate weights to show the importance of each of these factors.

Multiply each score by the weight of the factor, to show its contribution to the overall selection. Finally add up the total scores for each option. The highest scoring option will be the best option.  (www.mindtools.com)

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As an undergraduate, I took a few women’s history courses.  Before these classes, I really didn’t have a solid understanding of women’s roles in communities throughout the world, where they’ve been and how far they’ve come.  How amazing are we, right?! A great resource for women’s history is Biography.com. They have a pretty cool timeline as well.  The Gender Inequality Index is a go-to resource, for sure.

I personally feel very fortunate.  There have only been a few occasions where I’ve felt gender inequality.  I felt it when the first recruiter I spoke to after graduating told me I should wear more lipstick if I wanted my interview to go well.  I felt it when I earned the title of “abrasive” after expressing my opinion to a team of engineers in China.  I feel it sometimes as a mother trying to juggle a career and family life.

Speaking of women in business, key findings in a study just released include:

• 56% of S&P 100 companies have no women or minorities in their highest-paid senior executive positions. With each step up the corporate ladder, a woman’s chances of taking the next step up decreases.
• 19% of S&P 100 board of director members are women, which equates to only 8% of the highest paid executives.
• 98% of S&P 100 companies have women directors, and 86 companies have minority directors. However, only 37 companies in the S&P 100 have minority women on their boards.
• 19% of S&P 100 board members are women, which is an increase from 18% in 2010.
• 30 companies have added at least one woman to their boards since 2010.

The bottom line is that real inequality is a real problem in many parts of the world.  If there’s a day each year that stimulates discussion and continued progress, then it’s a good thing…  My daughter has much to look forward to!

Here’s some inspiration for us all:

The World’s 100 Most Powerful Women

50 Most Powerful Women in Business

“I’m tough, I’m ambitious, and I know exactly what I want. If that makes me a bitch, okay.” ―Madonna

“Nothing is impossible, the word itself says I’m possible.” -Audrey Hepburn

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The conditions Carnival left those passengers in is deplorable:

Toilets failed and passengers were forced to urinate in sinks. Later, the crew directed them to use red plastic biohazard bags, which stacked up outside staterooms. Moyes saw sewage dripping down walls. Sometimes people slipped on it, she said.

“It was like a hot Porta Potti,” Moyes said. And when the ship tilted, “it would spill.”

*LA Times

I find it terribly difficult to believe that Carnival couldn’t have handled the situation better. Recall that this isn’t the first Carnival disaster to be handled poorly.  Passengers were stranded for three days in 2010.  And, even last year we saw the Costa Concordia shipwreck in Italy that killed 32.  One mismanaged disaster after another… I wouldn’t even accept a free cruise from this company.

For the people who made it through this debacle, Carnival is providing discounted future purchases and $500.  No frickin’ way! If I was an investor, I’d bail right now if I hadn’t done so already.  The lawsuits are just going to keep piling up.

All the while, the CEO of Carnival apologized via Twitter and was spotted front row at an NBA game.  Major fail.

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Owning Failure

Paul Borawski is talking about failing, and I’m not surprised to see a survey that indicates parents fear failure for their children entering STEM (Science, Technology, Engineering & Math) fields.  In a culture where children’s sports no longer include winners and losers, this makes sense.  We promote anti-bullying campaigns but fail to instill self-confidence.  We don’t push as hard as we should.  This is most certainly a cultural thing, and it’s something that needs to change.

One of the most important lessons I’ve learned in life is to admit failure.  It’s unrealistic (and quite stressful) to believe that perfection is attainable, in yourself or others.  So, the key to failing is all in how you handle it.  One failure is forgiving, but to repeat the failure is no good.  One could even argue that the best lessons actually come from failures…

“I have not failed.  I’ve just found 10,000 ways that won’t work.” ~Thomas Edison

Look at the differences in the results of how J&J and Toyota handled failure vs. BP and Ford.  J&J and Toyota admitted failure and dedicated themselves to resolution and continuous improvement whereas BP and Ford avoided taking responsibility, delayed information and overall didn’t gain any credibility with regards to how they might make things better.  Admitting failure and taking responsibility is the way to go.

“Develop success from failures.  Discouragement and failure are two of the surest stepping stones to success.” ~Dale Carnegie

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Ford: Is Quality Still Job One?

Overwhelmingly, the choice of the students was to work for Bank Evil.  A mixed breed of demographics, the majority felt like it was on themselves to be socially responsible, but that what the company did to make a profit was up to them.  This is very interesting to me.  It certainly doesn’t do much to support Rand’s Objectivism.

I keep up with the CSR stuff.  Who doesn’t have at least 60 seconds to get the rundown from 3bl? But, the million dollar question here appears to be how many people are swayed by a small increase in monetary compensation. The actual actions of the organizations meant less to this particular sample.

I’m still wrapping my head around this…

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“Even though quality cannot be defined, you know what it is.” ~Pirsig (Zen & the Art of Motorcycle Maintenance)

Not being able to define quality might just be one of the most significant challenges the industry faces. As we know, if we can’t define (measure) it, we can’t manage it.  That’s a problem.

But, what is THE problem…

If you ask people of any age regardless of whether or not they work in quality, Pirsig is right.  We all know what it is, but we just can’t seem to find the right words.  It’s subjective, of course.  But, it’s true.  Knowing this, let’s move on.

In my opinion, it’s all about the basics.

“Quality is meeting or exceeding expectations.” ~Deming

This is a solid definition of quality that incorporates the bigger picture.  It’s not us getting lost in details.  It forces us to consider the value to the customer based on the very premise.  And, it covers the bases quite well.

We need to stop using our lack of knowledge about what quality is and move forward with continuous improvement.  Figure out what the customer’s expectations are and then work on a system that ensures that’s what they get.  There are more than enough quality tools out there that can get us to where we need (want) to be.

If you’re always striving to exceed expectations, meeting them shouldn’t be a problem.  Quality, in theory, is simple enough then.

Related posts:

Pirsig, zen & all that jazz…. (metaphysics of quality) GM talks quality and makes a promise… Education & The Voice of Quality #asq

Anyway, I have a simple recipe for success for a quality holiday season… It’s guaranteed to make you feel all warm and fuzzy.

1) Make it a point to reach out to those you have lost touch with over the year.  We all get busy and we’re in a constant state of change, but it’s important to take the time and reconnect with people.  There’s no better time than the holidays. It’s important not to get stressed out, but rather slow down and enjoy the time.

2) Don’t get caught up in consumerism.  As much as I love marketing, I find the holidays to be highly over-commercialized.  We don’t need to spend money on gifts to tell people we care.  Spending time with them and enjoying a good meal together are priceless.  Of couse, the exception is children because their faces light up in an amazing way when they open presents and think that some supernatural jolly fellow came and left them goodies in the night.

3) Commit to one or two random acts of kindness during this time.  Commit to more as part of New Year resolutions.  It makes you feel good, and it’s likely to catch on.

2012 was a good year… 2013 is going to be even better!

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Paul is asking about stating a case for a raise, and I’m thinking Equity Theory here. Brainstorm the variables…

Inputs - 

• What do you bring to the table? Special skills, education, certification(s), experience, etc.?
• What attributes contribute to your success? (What makes you so special?)

Outcomes- 

• What is your current salary?
• What about benefits, like retirement, health insurance, flexible scheduling?
• What are you getting out of the job, aside from pay? (Think Maslow’s Hierarchy of Needs here)

Referents - 

• Look at some comparative data.  For quality, use the ASQ salary survey information in addition to a site like salary.com or payscale.com.  What are others with your experience and knowledge making, all things considered?
• Consider the subjective value of the intangibles, such as flexible scheduling.

After careful review of this information, organize it in a way that guides a productive discussion of a salary increase.  The assumption is that we all seek to maximize our outcomes.  When all is in balance, motivation (AKA productivity) thrives. Win-win.

Basic negotiation tips I’ve kept with me since graduate school:

• Never get emotional.
• Know your stuff.
• Always be prepared to walk away.
• Respect the others involved and listen to their perspective.

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What is Corporate Responsibility?

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Making the case for the social responsibility & quality connection

When it comes to quality, I really believe the consumer has the power. If we want to accelerate the adoption of quality, we must first evaluate ourselves as consumers. An organization has little choice when it comes to responding to the market’s needs and wants.  A competitive marketplace certainly has its advantages, but consumers must be responsible in driving it in the right direction.  Providing consumers with information and “raising the voice” of quality are both certainly effective ways to generate informed decision making.

When Pauls asks about why it takes so long for what is known to become common practice, I’m left with a shrug.  I have yet to discover why this occurs and share in Paul’s frustration.  The convincing argument for quality should have organizations throughout the world incorporating best practices and continuous improvement initiatives.  But, instead, it seems we face the same obstacles in overcoming the misconceptions of the cost of quality that we did years ago.  There are certainly organizations that have risen to the occasion and shine, but far too many knowingly stay cowered in the dark.

We need educated consumers and passionate, dedicated professionals to make progress where quality is concerned.  To accelerate quality, we need to care.

Related posts:

Selling quality the easy way… Making the case for the social responsibility & quality connection Quality Around the Clock… Quality professionals take it personal

As we kick off World Quality Month this week, I think seeing the value of incorporating quality into our daily lives is the perfect place to start to raise awareness.  Of course, I submitted my own personal account of how I incorporate quality into our daily lives here at the Stepniowski pad.  My little contribution includes:

Setting Up Summer Fun

As summer break approaches each year, my kids know there’s a process to organizing how their time will be spent. This process was developed after realizing the tools I use at work were the solution to avoiding months of chaos, boredom and unmet expectations.

First, I ask everyone to brainstorm independently and generate some ideas about what it is they would like to do. I tell them to go all out and even include the craziest ideas they can imagine. My son once added he would like to visit the moon. Why not?

After the lists are completed, we use an affinity diagram to narrow down and group activities. With this, the kids don’t argue as much over who gets what. Everyone gets a voice—even parents. I take over with some mom kung fu after this to make things happen.

Aside from summer, our family uses checklists on a regular basis to make sure objectives are set and met. We even have a checklist for going to the beach! Incorporating quality tools into our everyday lives means we spend less time trying to figure how to get stuff done and more time having fun doing it.

In recognition of World Quality Month, I’m setting some goals:

1) Make it a point to sneak in something about quality to people not involved in the industry.  For starters, I’ll be sharing the Quality Around the Clock stuff with Facebook friends and family.   I actually got some great ideas reading those stories.  5S is applicable in more ways than I imagined!

2) I want to make sure the people I work with appreciate and understand the importance of quality and the indisputable benefits. Because I manage our organization’s social media that connects our team as well as clients, this is a no-brainer.

3) I’m announcing World Quality Month in my classes next week, and I want to ask students to consider three ways they could incorporate quality into their lives.  I’ll offer extra credit for incentive.

4) I’ve decided to volunteer as Education Chair for my local ASQ section.  Helping others understand and appreciate quality is well worth the time. And, I enjoy talking about it anyway!

Rather than focus on ensuring quality at work this month, I want to turn my awareness to the more personal.

After all these years, I still face challenges when explaining what I do to people outside of the industry.  We need to change this perception that quality is a bonus rather than something that’s expected.  If we start expecting it from others, we’ll likely make sure we’re walking the walk as well.  Imagine all of the significant and real improvements we could make!

Happy World Quality Month!

Learn more through ASQ here.

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Raising the Voice of Quality Education & The Voice of Quality #asq 2011 – A Quality Year in Review

In the few months I had to prepare, here’s how I approached getting ready:

1) I ordered the study materials right away. Before I read through the LinkedIn thread, I only had the Quality Toolbox and the ASQ book.  I should have ordered the Quality Council of Indiana’s prep book and solution text much sooner.  I found these to be the most helpful.  They were easier to follow for a studying purpose, but the prep book was also the most useful during the exam.

2) Take a pre-test.  ASQ offers one online and the prep materials include example exam questions as well.  I took the online test, and it helped me identify where I needed to focus.  Think Pareto.  I’ll also add that taking the pre-test eliminated the overconfidence I was suffering from.  It provided some much needed perspective on the importance of studying.

3) Schedule in regular, small plots of time for studying.  I divided study time up between reading the materials and going through sample exam questions.  I focused heavily on going through the example questions and understanding the logic behind the answers.  As an applied examination, this is particularly important.  The test is much more than knowing what stuff means. Preparing a strategy for the essay questions was a big help as well.  There are some excellent examples and advice included in the prep materials.

4) As an open book exam, it’s important to remember that it’s still timed.  Prior to the exam, I removed the index of the prep materials and marked certain chapters that I knew I’d want to reference.  Having your materials organized actually does give you some extra time. I also printed out a reference sheet of financial formulas and the quality gurus.

5) The day of the exam, I arrived early to try and score a cozy spot and get my materials laid out and organized.  For the multiple choice questions, I went through and answered all of the ones I felt confident about.  Then, I went back for a second round and looked up the questions I thought I knew but just wanted to double check.  When it came down to the last 30 minutes, I went through any that were still unanswered and looked those up.  I answered the last question in that last minute!

Overall, there’s no doubt that there’s value in certification.  There’s also no doubt that it requires some effort.  But, it’s worth it…

“Do or do not.  There is no try.” ~Yoda

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ASQ’s 2011 Futures Study: My Two Cents… 2011 – A Quality Year in Review

That’s also what Paul Borawski is talking about in this month’s View from the Q post.  I’m pleased to discover the recent Smart Manufacturing Leadership Coalition agrees here. I think it’s about time we realize that highly automated and IT-driven manufacturing is the future.  It’s our future, and it’s the only direction advancing the country and strengthening our competitive advantage in a quickly adapting global marketplace.  It’s the quality industry that will drive our success here.

Because of the focus on quality during this event, Paul specifically asks the quality community “how well understood and embraced are the contributions of the quality professional beyond what is traditionally thought of as the quality function?”

Sadly, what I observe the most is that organizations use the word quality, but the specific actions aren’t translated as a result of the critical error that is failure to be consistent with the strategic plan.  Talking about quality and embracing quality throughout an organization are very different things, although I won’t argue that starting the conversation is a step in the right direction.  In this respect, I do think organizations continue to see quality as what we consider a more traditional function.  What I still see very often is quality vs. the rest of the organization.  I suppose that issue even crosses borders… think Foxconn.

While the present may be disappointing in this regard, the future is headed in the right direction.  If groups of interests representing various industries are meeting and talking about the importance of smart manufacturing and acknowledging quality’s role in the success of those efforts, then I feel a little better about the state of things.

How can we increase the value of quality now though?  I think the focus should be on small business.  Larger enterprises are already on the right track.  We need to focus on assisting small business that often lack the resources or do not have the training/knowledge to make quality work for them.  Raising the voice through online communications, content creation, workshops, etc. are all ways in which we can reach small businesses and pass along the tools they need for success.

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Quality: Learning from the past & leading the future Raising the Voice of Quality Education & The Voice of Quality #asq

As I’m studying for the CMQ/OE exam, I’m realizing that quality has become saturated with tools and theories.  Many are redundant and offer little variation from each other.  I’m wondering if consolidation and focus would make the management of quality in a fast-paced environment more nimble. Are organizations faced with too many choices and therefore find themselves to be less than optimally organized?  As a result, is the learning curve for organizations resulting in additional time requirements?  In my conversations with clients, I find this to be true.

The quality industry is changing by addressing this issue.  Training and development programs are focusing on organization and decision-making.  Training and development assists organizations with the ability to select the right tools quickly and implement them with top-down support.  Expediting decision making without compromising goals is a skill that’s required for success in a rapidly changing environment.

The quality community’s efforts to “raise the voice” are also helping put the right tools in the right hands. It’s supporting training and development and uncovering innovative solutions to today’s issues.  Over the past few years, I’ve seen the quality community unite and collectively work together to address issues and solve problems.

“Only the man who disciplines himself strictly can stand for long the terrific pace of modern war.” ~William Lyon Mackenzie King

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From my days working with HSN in particular, I can sympathize with how this type of oversight could occur.  At HSN, even with the most knowledgable and dedicated QA evaluators, there were one or two issues to escape the process somehow.  I can remember a QA evaluator that noted issues with Jesus and the Apostles on a clock that was submitted for evaluation.  Old Navy needs people like that!

Of course, this error and the far majority of errors are noticed prior to the product’s approval.  And, it’s also where on-site QC inspections can really save the day.  Detailed product specifications, the right people and good supplier relationships are the secret sauce to avoiding what Old Navy is going through.

What I found aggravating about the Old Navy situation though is two things:

Fool me once, shame on you… 

I can’t say for sure, but I’m betting this is the same supplier from the error noted earlier in the year.  Either way, if something happens once, the idea is obviously to avoid a repeat occurrence.  A company like Gap, Inc. can’t say they don’t have the resources to get it right.  In fact, I can recall a few other times Gap, Inc. has been called out on QA/QC issues.  Twice in one year is pretty silly though.

The blame game never works.

Pick up any management, quality or communications book and you’re likely going to find something about accepting responsibility when things go wrong.  Just think BP, or even Ford/Firestone here.  The official comment from Gap, Inc. in this case is…

“The NFL clothing sold in our Old Navy stores is created by a third party sports licensing company,” said Edie Kissko, a spokesperson for Gap Inc. “It is our intention to always provide the best merchandise to our customers and NFL fans. We apologize for this error and are removing the T-shirts.”

As a consumer, I appreciate the apology and that they’re removing the defective merchandise.  That’s wonderful.  But, instead of blaming the “third-party,” they should have just accepted that an error was made and committed to resolving the problem and avoiding future issues.  Johnson & Johnson can certainly attest to this strategy.

Hearing about this really took me back to those days with the HSN quality crew.  I’ve found people in quality generally have a passion for it, which is true for HSN.  Meeting or exceeding the expectations of customers is taken personally to the QA peeps there.

I also know that playing nice with vendors and suppliers isn’t always easy, but it is necessary if you want to get it right.  Working together instead of blaming each other just makes the problem(s) worse.

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This morning, I was going through my regular stream of news when I came across a LEGO video celebrating the company’s 30th anniversary.  LEGO actually means “play well” in Danish, which is something I love to share with students when I’m going over their LEGO assignment.  I ask them to really think about LEGO and what makes them so special.  I want them to be able to piece together everything we talk about and realize that a company like LEGO is doing it right… Like Steve Jobs and the cabinet story, Christiansen knew that “every detail mattered,” and from the start instilled this kind of thinking throughout the organization as it grew.  Quality is embedded in the fabric of LEGO, no doubt.  When we look at other success stories, like Apple (<3), we see the same thing.  I actually did watch all seventeen minutes of the LEGO video, and I heard “quality” referred to over six times!

While I may not work for Apple or LEGO, I am fortunate enough to say I work for two employers that have succeeded in creating a culture of quality.  If I were asked how it feels, I’d say it’s meaningful.  From day one, I’ve felt like my voice mattered.  With the case of Pro QC, it’s a team environment where we all work together very well for the benefit of the organization.  We believe in and care about the company.  It sounds like a marketing tagline or something, but it’s true.  I feel heard.  I feel respected.

Despite the economic downturn and such, I’ve felt very supportive of my employers and believe the mission and strategies we’re implementing are the best for the organization.  I feel a part of that.

Associating my employers with quality makes me feel proud.  I like talking about what I do… I love it.

I have no doubt that recruiting and retaining dedicated and passionate talent is the key to creating and maintaining a culture of quality.  And, I have no doubt that management plays a significant part here to generate genuine support.  Quality is something that just “feels” good, so it’s a win-win for everyone.

Play well!

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GM talks quality and makes a promise… 2011 – A Quality Year in Review Guest blogger: High quality psychology translates to high quality management

While Alexa’s post, as noted below, gives an interesting and appreciated perspective on how high quality psychology translates to high quality management, I also came across an article in Forbes this week discussing specific suggestions for bringing positive psychology to the workplace.

In our increasingly interconnected global economy, competition has never been more fierce. Companies of various sizes and industries often find themselves obsessively cutting costs and focusing on the bottom line profit margin simply in order to survive. While cutting employee benefits in difficult economic times may seem like a quick and obvious way to increase net profits, the complex nature of human psychology often proves this practice can have noticeably damaging effects on employee productivity that can ripple throughout an entire organization.

For decades, psychologists and organizational behaviorists have found that self-reported job satisfaction reflects the feelings workers experience while actually on the job and a judgment about their employment situation as it relates to their overall goals and aspirations. Studies show that worker dissatisfaction from daily factors like environment, pressure from supervision and feelings of social isolation can have an even greater effect on worker mindset than feelings of job security, pay or benefits. “Worker satisfaction, as ordinarily measured, depends at least as much on social aspects of work, and having a sense of meaning an interest in work, as it does on material rewards,” says Alan Krueger, an economics professor at Princeton University.

For employers, investment in psychological satisfaction for workers can pay off dramatically. A 2010 study for the Association of Psychological Science found that lower job satisfaction is an excellent indicator of poorer bottom-line performance. In America, Gallup polling indicates that the cost of employee disengagement stands around $300 billion in lost productivity each year. Despite these numbers, managers at many companies remain oblivious to the importance of psychological factors in increasing employee efficiency and satisfaction. In a survey of 669 managers from companies around the globe, “supporting progress” ranked last among employee motivators, even while employees ranked support from their superiors as their chief motivator.

Employee psychological satisfaction often comes from feeling connected to the mission of a company and its ideals. If an employee genuinely believes in the goals of the company, the likelihood of committing to focused, high quality work increases dramatically. For employers, communicating the goals of the company to even the lowest workers in the corporate hierarchy and acknowledging the importance of every individual’s role can have a dramatic effect on employee productivity and retention. When those with more experience train and mentor newer employees, camaraderie and respect is built among employees at different levels. These relationships can have the added benefit of easing anxiety.

Employees who feel that they are recognized for their individual talent and skills are far more likely to work with a healthy psychological mindset. By allowing employees a degree of control over their own schedules and work methods, management can illustrate that they recognize the individuality and potential for innovation brought about by each employee. And by including every employee in the conversation regarding the direction of their company, managers can ensure that their employees remain satisfied and engaged, maximizing their investment in human resources and influencing long-term company growth and productivity.

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Operations Management – What is it all about? Ford: Is Quality Still Job One? Play well… Creating a culture of quality

Fast forward to this morning and I’m handed what appears to be a professional face painting set and was told there would be a few hours where kids of various ages from two to ten would come through and want either something painted on themselves or a “tattoo,” in exchange for two tickets.  They were given ten at the door and were required to allocate them among several pretty cool carnival style games and goodies.  To their credit, this facility does an excellent job in planning these kinds of things and really do put that touch of love into everything they do.

Rather than panic about this, I decide that the template given to me (the marketing materials used to let kids select what they’d like me to do), doesn’t seem impossible.  At the very least, I can handle stars, rainbows and hearts.  There were fancy looking brushes and an entire roll of paper towels… challenge accepted.

The time period from 9:30am to 12pm is a blur to me.  There were so many children wanting so many tattoos and designs all over. In fact, flames shooting up from the arm was my most frequent request!  You learn very quickly how to teach kids to mix primary colors to get other colors. I also learned that it’s not just my children that find it impossible to be still. Myth or not, the cotton candy, sno cones and popcorn did seem to have an energizing effect.  This makes straight lines very difficult!

Regardless, what I learned from this in addition to having a lot of fun, was that kids know what quality is and they demand it.  They obviously weren’t giving it any serious thought at the time, but some of the things they said were so intuitive of what we strive for when meeting and exceeding expectations.  As consumers, these kids knew that two tickets would eat up their resources, so they were pretty careful to decide exactly what it was they wanted.

Girl: “You’re like an artist or something.”

Me: “Why do you say that?”

Girl: “You really look like you’re concentrating.”

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Girl: “You seem to really like doing this.”

Me: “Yeah, it’s fun.”

Girl: “When I grow up, I want to do lots of things that are fun too.”

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Boy: “You did a really great job with this.”

Me: “Thanks.  You look like a superstar.”

Boy: “I’m glad you took your time.  It looks awesome.”

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Girl: “Oh, it’s exactly what I wanted!”

Me: “Great!”

Girl” “You did exactly what I asked.  Thanks!”

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Girl: “You’re really good at that!”

Me: “How do you know? You haven’t seen it yet.”

Girl: “I can just tell by how careful you’re doing it.”

Kids do really have some interesting ways of communicating what we too often try to overcomplicate.  Even though the designs I did weren’t perfect (although very good), the placement of value appeared to be how much love I put into it.  They waited with no complaints as I really did try my best for each request.  For me, it was one of the most challenging endeavors I’ve ever taken on! I did have to pass on the pegasus though…

As an afterthought, Aidan did tell me on the way home that he thought the face painting booth was the most popular.  He explained that even though he chose to use up his tickets on cotton candy and sno cones, no other booth had lines like mine.  And, he said it seemed like everyone had at least one or  two things on their face or arm!

Question: How do we maintain the level of quality we put towards things when we’re just starting to learn… that level of concentration that we lose when we feel comfortable with something?

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Quality Time Ford: Is Quality Still Job One? Quality vs Quantity