10 things, i have learnt about quality
DESCRIPTION
I spoke the keynote at the EMC's quality innovation summit yesterday (feb 26, 2014). Here is the presentation I used ..TRANSCRIPT
![Page 1: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/1.jpg)
10 things, I have learnt, about Quality
EMC Process Innovation Event
26 February, 2014
![Page 2: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/2.jpg)
2
![Page 3: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/3.jpg)
1. QUALITY IS IN INDIVIDUAL ACTIONS
3
![Page 4: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/4.jpg)
Implications for Process Innovation
• Individual actions depend on capability and intent
• Both capability and intent, shape each other. But only through actions.
• Therefore act!
4
![Page 5: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/5.jpg)
2. QUALITY IS SHAPED BY ORGANIZATIONAL CONTEXT
5
![Page 6: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/6.jpg)
![Page 7: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/7.jpg)
2. Quality is shaped by organizational context
What is actually achieved - depends on
• processes,
• measures,
• reviews,
• rewards and
• organizational memory
Implications for Process Innovation – Therefore Enable!
![Page 8: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/8.jpg)
3. CUSTOMER’S NEEDS ARE THE COMPASS. ALAS! THEY VARY
![Page 9: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/9.jpg)
3. Customer’s needs are the compass. Alas! They vary
• Future Products (Brahma's department – Creation)– Anticipated future needs (skate to where puck will be)– Mitigate risks– Assimilate the available
• Current Products & Processes (Vishnu’s department – Sustenance)
– Value for money– First/ best– Relationship
• Outdated Products & Processes (Shiva’s department – Reengineering)
– Reduce cycle time/ costs– Incremental innovation– New markets & niches
![Page 10: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/10.jpg)
10
![Page 11: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/11.jpg)
4. A CHAIN IS ONLY AS STRONG AS ITS WEAKEST LINK
![Page 12: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/12.jpg)
4. A chain is only as strong as its weakest link
Individual Gaps• Inability
• Unclear
• Demotivated
Customer GapsOrganization Gaps• Broken process
• Irrelevant or too many measures
• Skipped reviews
• Only penalties
• Fear
• Not seeing future
• Misreading own relevance
• Staying complacent
Implications for Process Innovation – What needs fixing?
![Page 13: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/13.jpg)
5. WHAT GETS MEASURED, MATTERS
![Page 14: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/14.jpg)
![Page 15: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/15.jpg)
5. What gets measured, matters• Early & visible success - always matters
• A leading indicator will give you time to fix things
• Too much measurement, is a pain. Pain without gain, is a drain.
• If same indicator is used for both evaluation and quality, then evaluation trumps quality
Implications for Process Innovation – Design Measures too
![Page 16: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/16.jpg)
6. LEADING INDICATORS ARE INVALUABLE. USE WITH CAUTION!
![Page 17: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/17.jpg)
![Page 18: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/18.jpg)
6. Leading indicators are invaluable. Use with caution though
• Examples of Leading indicators
– The buzz in the backroom
– Smiling faces when coming out of office
– Under promised and over delivered
• It is futile to tweak the speedometer needle of a car to make it go faster
Implications– Use intangibles to diagnose. Not to deliver.
![Page 19: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/19.jpg)
7. QUALITY IS COMMON SENSE
![Page 20: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/20.jpg)
![Page 21: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/21.jpg)
8. WE DON’T KNOW, WHAT WE DON’T KNOW
![Page 22: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/22.jpg)
![Page 23: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/23.jpg)
Implications – Stay open. Stay humble.
![Page 24: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/24.jpg)
9. TO DO THE SAME THINGS AND EXPECT DIFFERENT RESULTS, IS MADNESS
![Page 25: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/25.jpg)
![Page 26: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/26.jpg)
Implications – Do different things, but not insane ones.
![Page 27: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/27.jpg)
10. QUALITY IS EASIER IF YOU CAN FORESEE THE FUTURE
![Page 28: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/28.jpg)
![Page 29: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/29.jpg)
10. Quality is easier if you can foresee the future
• No quality is possible without comparison
• To build to an unprecedented quality, an unprecedented comparison is required
• Such a comparison can only come from the future
• The peek into future also allows us to see consequences of our actions
– When aggregated over numbers
– When compounded over time
![Page 30: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/30.jpg)
Implications – learn crystal ball gazing ..
All the best, for your process innovation journey!
![Page 31: 10 things, I have learnt about Quality](https://reader036.vdocuments.site/reader036/viewer/2022062312/5538fe4c4a7959b26f8b48d9/html5/thumbnails/31.jpg)
A Dream of a Just, Equitable, Humane and Sustainable Society
31Thank You