Commitment to Quality and Trust | Trust in Business

Is your organization trusted for its commitment to quality? If there’s room for improvement, you might consider reading Philip Crosby’s 1979 classic Quality is Free. In this book, Crosby outlines how you can improve quality and how to build an environment where commitment in quality is essential.

Why Commitment to Quality Matters

  • Crosby sees quality not just as a set of procedures but a way of doing things – a management philosophy that starts with leadership.
  • Many organizations value quality, but they have little-to-no agreed upon measurement system.
  • Most know the cost of quality in their particular group, but not for their organization. Crosby’s research found that organization’s unaware of their quality costs had actual costs of 20% of sales.
  • He offers this 14-Step Quality Improvement Program, which he expands on in his book.

14-Step Quality Improvement Program

  1. Management Commitment
  2. Quality Improvement Team
  3. Quality Measurement
  4. Cost of Quality Evaluation
  5. Quality Awareness
  6. Corrective Action
  7. Establish an Ad Hoc Committee for the Zero Defects Program
  8. Supervisor Training
  9. Zero Defects Day
  10. Goal Setting
  11. Error Cause Removal
  12. Recognition – Awards Program
  13. Quality Councils
  14. Do It Over Again

Interaction with the 8 Pillars of Trust – Quality

  • Implementing a commitment to quality begins with the clarity pillar. Leaders must become clear on what they see as quality. Then, the leadership teams must agree on what commitment to quality means, how to measure it, and the plan to develop it. It also ends with clarity, as the entire organization becomes clear on a mindset for quality.
  • Quality is often perceived by users as a measure or indicator of an organizations character. If they consistently show high quality, we assume they have high integrity. If we see lapses or discrepancies through an organization’s services or function, they can be seen as having low character. And, if their standards for quality have negative impact on people, we question the other side of character – their morality.
  • Low quality or inconsistent quality steers employees and customers away in many circumstances, because of a perception of competence. Who wants to buy hire a lawyer that wins few cases?
  • Organizations that consistently deliver high quality are known for it. We see them as having a commitment to quality. Think of Ritz-Carlton. Their brand speaks of excellence of quality because it’s experienced throughout the world at their hotels. We know the people that work there have a mindset that’s committed to the maximum quality of your stay.
  • The more commitment to quality, the more growth through the quality stages, and the further on in the stages, the more money saved. Those who are committed to preventing errors in customer and product requirements save on money, time, and brain damage. You can imagine the mad scramble of fire fighters when wind spreads fire to another direction in a forest. This reactionary style which young and old companies have, can be prevented with a clear quality program. If your company lacks one, it could be something to consider.

Click Here to view David’s National Best Seller The Trust Edge

Click Here to visit our YouTube Channel

Contact Us

Godin & Sackner-Bernstein on Contribution | Trust in Leadership

What does age have to do with being a big contributor?

Einstein said if you don’t make a major impact in your industry before 30, you probably won’t.

Sackner-Bernstein shows research that disproves this, showing how previous similar explanations were based on a lesser understanding of the brain. In a nutshell, age is an advantage and we must not use anything to let ourselves off the hook for making a difference in society.

Read and watch here.

Great Leaders Take Responsibility | Trust in Leadership

I have seen time and again how the committed take responsibility for their actions. In our high-litigation culture, there’s always someone else to blame. It can be easy to point the finger at suppliers, underlings, partners, and managers that just can’t seem to get things right. I have yet to meet this mass of completely incompetent workers, which leads me to think we might be trying to steer some of the fault away from where it belongs–on ourselves.

Read More

Plan Ahead to Stay Ahead | Trust in Leadership

It’s hard to get a running start on the day without a plan. You don’t want to waste your creative morning time wondering what you should do today. If you want to attack your day instead of having it attack you, use this solid strategy. Take the last 15 minutes of a workday to plan out and prioritize the activities for the next day. This will set you up for success and also keep you from forgetting about important tasks or appointments.

Read More

Hyper-Personal & Shared Experience Culture | Trust Trends 2014 Series

Increasingly, Americans desire to be entertained, fulfilled, and transformed, and they want to share these experiences with their friends.

Americans are stressed-out, staying obese, and becoming more self-focused and unhealthy. They are often distrusting critics, especially younger anti-institutional generations who have been influenced by scandals in hierarchies, and this makes them increasingly informal. As consumers, they are demanding and difficult to please. They trade their money and options for what they want, when they want, and how they want. Increasingly, they desire to be entertained and fulfilled, and they want to share experiences with friends. In 2014, American consumers desire hyper-personal products, services, experiences, shared experiences and transformations.

 

Read More

Systems Collaboration and Interdependence | Trust Trends 2014 Series

In the US, and around the globe, systems are becoming more interdependent, and leaders are teaming up to accomplish shared goals.

In the US, and around the globe, systems are becoming more interdependent, and leaders are teaming up to accomplish shared goals. This is happening at a time when global citizens trust systems, but distrust the leaders that operate them. Trust in business, government, media, and NGO’s are up slightly from 2012, but 2013 has been deemed the year of the Crisis of Leadership, by the Edelman Trust Barometer.[i]

Read More

International Hubbing & Structure | Trust Trends 2014 Series

Major international hubs are forming around manufacturing and logistics clusters, and corridors between them are developing like superhighways of land, air, and sea.

Major international hubs are forming around manufacturing and logistics clusters, and corridors between them are developing like superhighways of land, air, and sea. Global trade, services, and online infrastructure are becoming quicker, easier, and more connected to the source, and manufacturing is shifting from China to Southeast Asia, Africa, and back to the United States. In 2014, the world is growing an international infrastructure.

Read More

Quality and Meaning for People | Trust Trends 2014 Series

Talent economists know that in order to maintain top employees, they have to develop business around meaningful missions and create fulfilling roles.

In the open-talent economy, employees have options, and talent is a scarce resource. Business leaders are thinking like talent economists and sustainability directors. Leaders know that in order to keep top talent, they must introduce environmental, social and governance strategies, provide collaborative work, create environments conducive to multiple generations, allow for flexible work schedules, and focus on happiness. People are searching for meaningful mission statements and high quality work environments.

 

Read More

The Greatest Example of Trust Rebuilt! | Trust in Leadership

Perhaps the greatest example of trust being rebuilt globally is Rwanda. Only two decades after the genocide of 1994, when nearly a million Tutsi’s were atrociously killed, often by Hutu neighbors, trust is being rebuilt in a genuine way. Just a boy at the time, my Rwandan friend, Father Remy, hid in a neighbor’s shed for three months with his younger brother while his mother, father and little sister were beaten to death in their home. This morning, before flying back home, Father Remy shared the details of Rwanda’s path to forgiveness, reconciliation and trust with my family over a long breakfast. He offered four steps and a few keys to reconciliation and trust.

Read More

Give More Vision and Less Step-by-Step | Building Trust with Gen Y Series

 

Assign work and give lots of vision, and less exact step-by-step procedures. (3 of 9 in series)

Gen Y gets become less engaged when given a roadmaps with exact steps. They have a penchant for problem solving and want challenges to face. Millennials are the first generation to grow up with the internet. They’ve spent their entire lives learning and trying multiple methods for accomplishing end goals. Scouring YouTube how-to videos, About.com explanations, experts’ websites, Yahoo! conversation boards, etc. are standard protocol for figuring out how to do something. Their minds are like databases of ideas, and they want to apply them through trial and error. If their leaders teach top suggested methods, give them responsibility, and trust them to deliver results on deadlines, they are likely to innovate more efficient methods and get high quality results.

Accelerate Your Performance Through Trust
Click “Receive Access” to get our COMPLIMENTARY Trust Tools and join 25,000+ leaders that are increasing their performance.
We respect your privacy. Your information is safe and will never be shared.
Don't miss out. Get FREE tools today.
×
×