QUALITY BEYOND PRODUCTS, SERVING PEOPLE

In his blog "A view from the Q", Paul Borawski, ASQ CEO makes us reflect on the findings from the article  “Answering The Conference Board CEO Challenge 2012”, which states:

"For some organizations, the quality is still simply a set of tools and techniques associated with quality control. For others, the quality has become a strategic partner, aligned with the business model and execution of business strategy . "

Within that context, Paul asks: What success have you had in moving quality beyond product?

Let's look at this question from two perspectives:

First product is the result of a process, and processes are managed by people, then  if we are going to achieve quality products, we must first work on the quality of the people. Peter Drucker said it clearly: "Companies are built or destroyed by the quality of its people"

Every product has a very important component, which is service, and this can only be delivered by people, so when we put emphasis on this component, the organization  can gain a strategic advantage. Whether we are selling tools, or selling a hotel room there is always an intangible component that is service.

The real quality is therefore reached when we have people motivated to serve others with the best of their knowledge and experience.

With this in mind, and thinking about the question of Paul Borawski, my main role as a consultant and the more difficult one, has been to bring the concepts of quality to the players that generate quality. Driving techniques and statistical concepts is very important, but if there is no commitment to the people the results are very poor or short term.

When analyzing management principles found in ISO 9000, we see that they are focused on achieving the commitment of the people, if not understood and adopted first principles is very difficult to implement any methodology, as follows:

a) Customer focus: Organizations depend on their customers and therefore everyone in the organization should strive to exceed your expectations.

b) Leadership: That implies a commitment to the people who make the quality and receiving quality.

c) Involvement of people: People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the benefit of the organization.

d) Process approach: The processes are the result of the people who run the best resources when it is committed to do it.

e) System approach: Everything is linked from beginning to end, and the people is the core of the system, which contributes to the effectiveness and efficiency.

f) Continuous improvement: Continuous improvement of overall organizational performance is only achieved with the commitment of the people.

g) Factual approach to decision making: Effective decisions are based on analysis of data and information. This information is managed by people.

h) Mutually beneficial supplier relationships: An organization and its suppliers are interdependent and we must take quality to the  people that manage the organizations of our suppliers.

 

When we have an approach like this and focus our strategy on people, we can ensure the growth of organizations and constant innovation, the company will create a brand and reputation in a global market.

Therefore, the product quality (which is measured by the customer) can only result of focusing on developing quality human beings in our organizations.

César Díaz

Qué tan satisfecho estás con tu trabajo?

El día de hoy 01 de mayo es el Día Internacional de los Trabajadores y quisiera reflexionar mis experiencias como profesional trabajando en el campo de la Calidad, y siendo parte de un grupo de profesionales (Voces Influyentes de la Calidad) que mensualmente conversamos en nuestros blogs bajo la dirección del CEO de la American Society for Quality.

Este mes, en su blog " A view from the Q", Paul Borawski, nos pide reflexionar sobre  la satisfacción de las personas que trabajan como profesionales de calidad y nos deja planteadas  dos preguntas: Estamos satisfechos con nuestro trabajo? Qué podría ayudarnos a elevar la voz de la Calidad con pasión? 

He leído con mucho interés y entusiasmo lo escrito por el resto de  Voces Influyentes de la Calidad  (ver a la derecha de este blog) y la primera conclusión que puedo obtener es que todos tenemos  pasión por lo que hacemos.

Concuerdo que la felicidad y la satisfacción con el trabajo es un estado mental,  y parte de nuestra decisión interior.

El trabajar en el campo de la Calidad debe partir de una pasión que marque la diferencia entre tener que hacer algo, y querer hacer algo. Cuando hago las cosas por mi deseo interior de hacerlo, eso me lleva a la satisfacción y al bienestar; cuando me veo forzado por las circunstancias a hacer algo, eso me lleva a la insatisfacción y la mediocridad.

Para tener satisfacción tenemos que estar convencidos que nuestro trabajo contribuye, y que somos parte de algo más grande. 

A través de mi trabajo como profesional de Calidad he tenido la oportunidad de ayudar a mejorar las empresas, de lograr que los Gerentes se den cuenta de que lo primero que deben considerar es que la gente es la que produce los resultados, y que para ello las personas deben estar satisfechas con lo que hacen.

El reto más grande ha sido siempre alinear a la gente y que quieran aprender, no que tengan que aprender como alcanzar la eficacia y eficiencia.

Para tener satisfacción es importante saber lo que tengo que hacer, cuando lo debo hacer y hacerlo bien hecho.

Recuerdo que hace ya algunos años,  que en uno de mis seminarios hablaba de las 3R del salario: respeto, reconocimiento, remuneración. A través de mi trabajo como profesional de Calidad he logrado el respeto de la gente y su reconocimiento y he tenido lo necesario para cumplir tanto con mi familia como con mis colaboradores.

En cuanto a los aspectos del estudio de Forbes: “TheHappiest Jobs in America”,  se pidió a un grupo de empleados que evalúen diez factores que afectan la satisfacción en el lugar de trabajo, incluyendo las relaciones con los jefes, compañeros, ambiente, recursos, compensaciones, oportunidades de crecimiento, cultura de la empresa, reputación de la empresa, actividades diarias, y el control que tenemos sobre nuestros resultados. Estos factores son importantes y externos y muy parecidos por ejemplo a lo que se evalúa en las “MejoresEmpresas para trabajar”.  Pero la verdadera satisfacción con el trabajo viene de hacer lo que a uno le gusta y el entorno ayuda, pero no es lo que produce verdadera satisfacción.

En mi caso para estar contento siempre he buscado alguien de quién aprender, he buscado servir y generar resultados, y también he necesitado un fuerte dosis de entusiasmo para vencer las frustraciones naturales cuando los cosas no salen de acuerdo a lo planeado.

Aristóteles puntualizó “Somos lo que repetidamente hacemos”, por ello para alcanzar satisfacción en el trabajo debemos empezar con ese estado de mente y siempre caminar por la ruta del mejoramiento permanente.

Finalmente que podría hacer para mantener la pasión y elevar la voz de la Calidad?

• Amar lo que hago y aprender constantemente sobre Calidad
• Hacer lo más importante siempre primero
• Dar siempre retroalimentación positiva a otros
• Aprender de mis errores
• Siempre pensar en que lo que hago tienen sentido y es por el bien de los demás.

César Díaz Guevara

HAPPINESS OF QUALITY PROFESSIONALS

This month, Paul Borawski on his blog, asks Influential Voices Bloggers to reflect on the happiness and satisfaction of people working as Quality Professionals and leaves us two questions:  Are you happy on the job?  What would help you raise the voice of quality with passion?

I have read with great interest and enthusiasm the rest of Influential Voices of Quality and the first conclusion I can draw is that we all have passion for what we do.

I agree that happiness and satisfaction with work is a state of mind and inner part of our decision.

Working in the field of Quality must begin with a passion that makes a difference between wanting to do something, and having to do something. When I do things on my inner desire to do so, that brings me satisfaction and well being. When I am forced by circumstances to do something that brings me to dissatisfaction and mediocrity.

To be satisfied we must be convinced that our work contributes, and we are part of something bigger.

Through my work as Quality Professional I have had the opportunity to help improve business, to ensure that managers realize that the first thing to consider is that people is what produces results, and that they must be satisfied with what they do.

The biggest challenge has always been to align people and that they want to learn, not have to learn how to achieve efficiency and effectiveness.

For having satisfaction and happiness is important to know what I have to do, when I do and do it well done.

I remember some years ago, in  one of my seminars spoke of the 3R's salary: respect, recognition, remuneration. Through my work as Quality Professional I have achieved respect for the people and their recognition and have had enough to fulfill  both my family and with my collaborators.

As for the aspects of the study of Forbes: "The Happiest Jobs in America", .  Employees were asked to rate 10 factors that affect workplace happiness, including one’s relationship with the boss and co-workers, work environment, job resources, compensation, growth opportunities, company culture, company reputation, daily tasks, and control over the work one does on a daily basis. These external factors are important and very similar for example to what is evaluated in the "Great Place toWork". But the real job satisfaction comes from doing what one likes and the environment helps, but is secondary.

For me to be happy I have always wanted someone from whom to learn, I have sought to serve and generate results, and I also needed a strong dose of enthusiasm to overcome the natural frustrations when things do not go according to plan.

Aristotle stated "We are what we repeatedly do", so to achieve job satisfaction, we start with that state of mind and always walk the path of continuous improvement.

Finally What would help me raise the voice of quality with passion?

• Love what I do and learn constantly on Quality
• Make the most important thing always first
• Always give positive feedback to others
• Learn from my mistakes
• Always think about what I do make sense and is for the good of others.

César Díaz