Irrespective of the product life cycle, there are some basic
principles that must be adhered to achieve improvement in quality.
First, as W. Edwards
Deming, the father of the quality movement put it
Constancy of purpose. It simple means
the commitment of the company to quality and it must begin from the top.Again,
quality is not to be restricted or measured by quarters. It is not that it is
maintained in the first quarter and not attended to with equal attention in the
Second: Track mistakes. Simply, it
means, when the customers fall in number, trying to find out what fails to
retain the customer with the company. Bain consultant Fred Reichheld has
developed what is called net promoter score. It tries to find out how many of
your customers will recommend your company to their friends and how many will
not. Customers are classified as promoter , passive and a detractor. Passive
customer neither recommends nor detracts. Detractor definitely takes away your
customer from you. All that you have to do is try to decrease the detractors
simultaneously paying attention to the other two kinds of customers also.
Quality must be the concern of employees
of the company; it must not be sole responsibility of quality control
department of a company if it has one. The worker must be given training from
the day number one to focus on quality and its issues. In fact, it has been
suggested that senior workers can be the better choice to give training to new
recruits since they know well the company and its policies. It is also
desirable that the MD and CEO himself takes the lead for training. Ultimately
training it is that matters; it gives courage to work with fellow-workers in an
atmosphere of mutual understanding. Training also helps detect lapses in
performance at the earliest so that they can be remedied with least adverse
consequences to the company.
Quality circle is a group of employees with a concern for quality. The
employees are encouraged to assess performance and suggest way of improving.
The purpose of the quality circles is not so much to solve any particular
problem but involving the workers in the process of finding problems with
concern for quality.
Finally comes the right attitude.
The right attitude must be instilled which means concern for quality
is commitment with joy and happiness. Workplace must be one of happy environment
where all the workers share their experiences without fear or favor. Not so
much the flaws of the company but rather finding the ways of rooting them out.