The most widespread of used and abused words in the past three decades has been ‘quality’. This powerful and meaningful word has become a part of all our day-to-day conversations. There is no dearth of literature, technical and non–technical, on this subject.
The important steps to take in ensuring quality in all spheres of work are with regard to time, cost, efficiency, profit, usability, value for money and, eventually, customer satisfaction. There are numerous definitions of quality, but what I have said above is the gist.
Achieving quality is a continuous journey and not a destination. If we all possess this mindset in whatever we do, we can achieve excellence by believing that there is always more to learn and that there is scope for improvement. The definition of quality sets the tone of work culture.
If quality is defined as the absence of defects, we indirectly encourage employees to cover up mistakes or problems, without drawing attention to them. In the best workplaces, managers are of the opinion that human beings will make mistakes, and can learn from correcting them. In these workplaces, quality is defined as the process of recognising and solving problems.
Achieving what the customer wants is eventually quality. So we cannot make mistakes; we cannot assume the client’s expectations. The first step to move towards any quality outcome is understanding and confirming customer expectations.
Excellent teamwork during crises leads to effective problem solving and improving quality at the work place. Some of the most productive teamwork is observed during times of crises.
kalpana@acl-india.in
Kalpana R Chennai
She is the founder of The Academy for Communication and Learning