While reading through the binder I received in 1987 from the Philip Crosby Quality College in Winter Park, FL I came across a section titled ‘Four Ways a Quality Improvement Process Can Fail’. I was expecting something that quality professionals had created fail-safes to prevent. What I found instead was four conditions that are just as valid today as they were in 1987.
Failure #1 – Lack of Management Attention to the Quality Improvement Process
That’s it. Either management is on-board with a Quality Improvement Process or they are not. It is the reason the Management Review is so critical to the success of ISO 9001 companies. If management is involved in providing resources and determining which projects have what priority than the company is on the right road for a successful Quality Improvement Process.
Failure #2 – Allowing the Quality Improvement Process to Become a Motivational Program
When the Quality Improvement Process goes from creating real and lasting preventive measures and becomes a method to “get the employees involve” or create “caring” in the employees it will fail. Employees will see through the rhetoric and realize management is not serious or interested. The expectation is the employees will change in some way rather than the system.
Failure #3 -Focusing the Quality Improvement Process Only on Operations
Operations makes the widgets that get sold but the cause of non-conformances can occur in order entry, purchasing, engineering, logistics – any area of the company. That is why ISO 9001 is a quality management system. The whole system must be controlled to be effective. The entire process must be looked at, not just the area where they manufacture a saleable product.
Failure #4 – Allowing the Quality Improvement Process to Become A Problem-Solving Committee
There is a saying, “When you are up to your ears in alligators, it is difficult to remember your original objective was to drain the swamp.” Solving problems is critically important but the problems won’t go away until a systematic review of the entire process occurs. Corrective measures are different from preventive measures.
Thank you to Mr. Crosby for this tool to analyze the Quality Improvement Process. It is just as valid in 2012 as it was 1987.