Wednesday, September 19, 2018

Quality is Everyone’s Business

“Quality is everyone’s business” is the digital principle to build a coherent, effective and dynamic digital organization. 

The speed of change requires the business to adapt to the dynamic business new normal, and the fiery business competitions push organizations to deliver qualified products or services to woo customers and gain the market share. Nowadays, quality is everyone’s business. High-quality enterprise is comprised of high-quality people, high-quality products/services, and high-quality business capabilities/processes, etc. From the organizational management perspectives, how to gain an in-depth understanding of business competency + quality, what do you put in place or how would you then structure your business to ensure that the ability of your business to adapt rapidly and deliver products and services with high quality?

Quality = Expected standard of products/services/information: The ability to deliver a quality product/service is, as a matter of clear focus on the things that deliver quality. Quality management ensures that an organization, product or service is consistent. There are multiple business perspectives of quality management. From the business management perspective, "people, process, technology" must be defined and maintained to support the quality goal of the business. From the products/projects management perspective, the big Q - Quality is a function of scope, budget, and resources. From a data management perspective, by “quality data,” it means clean, organized, and actionable data from which to extract relevant information and insight. From a talent management perspective, high-quality leader or employees are great in attitude, aptitude, and altitude. It takes a holistic discipline to manage quality; remove the obstacles to quality, clearly describe what quality looks like, and practice the activities that produce quality results.

It is the "design" that is the critical enabling factor for quality: Design = forming human-made objects to be pleasing and preferred by humans. Design lifts up the quality from functioning to delight. The big advantage of being design centered for improving quality is that you prioritize in making things likable vs. just making them functioning. Embrace design-centered development when you have a highly competitive environment around functionality. To build quality into the design, it starts with building it into the business processes. The more the processes are viewed holistically and integrated, the greater the quality of the product, system, or service will be. Being design-centric is when innovation meets the products/services to fit the design proposed as long as costs meet the criteria, not over-engineering with quality and performance meeting expectations of users and customers. The design is actually a critical enabling factor for quality.


In digital organizations, quality management is not the job of one department, but an overarching management approach: “Quality is everyone’s business” is the digital principle to build a coherent, effective and dynamic digital organization which needs to be well planned and thoughtfully renewal. Where there are ineffectiveness and inefficiency in business management, there are quality gaps existing. The successful business integration and quality management will depend on the underlying business relationships between all of crucial business touch points and how they influence each other for closing quality gaps. In order to get quality out of anything whether it is people or process, or technology, organizations need to cultivate a climate that is conducive to growth rather than using catch-phrases that make things look good. Through quality integration, the enterprise is easily combined with assets for orchestrating high-performing businesses.

Quality is not one department’s job, but everyone’s business. Digital management systems and processes need to be more dynamic, iterative, integral, and interactive in order to make the timely adjustment for either improving the quality of management or the overall business maturity.

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