How do you keep the momentum of Quality in the minds of everyone in the organization? Top
management and line managers should work together to keep Quality as a top priority
on a long agenda of things to do. Top managers and line supervisors should agree that
there is a problem worth solving and that they will be a part of the solution. Without
the active, informed and obvious commitment of these key player's – efforts will fall
short of its potential. Winning the commitment of management may mean pointing out
the obvious. Quality makes money. Quality is good business and it cost less to do it
right the first time. Reliable quality products and services demand a higher price
in a free market. Here are some specific positive steps for top management to think
about and act upon:
Quality process as part of staff meetings – begin each meeting with a discussion
of a Quality issue or concern. Discuss possible causes and solutions.
Publicize staff involvement with quality – either informally of formally post
improved results from a team's improvement or an individual's involvement in bettering
a Quality process.
Model the process – not by forming another task force to figure out ways to tell
someone else how to do their job, but by figuring out ways to improvement your own job.
Once successful results are achieved, publish or share the good news.
Learn and use the quality language – make quality part of the staff vocabulary. All
managers should be discussing this with direct reports and others within or outside
of the organization. Quality is a huge benefit to the organization and front line
employees should also be aware of what it cost the company if a process has not been
followed correctly. Once all of these steps have been completed, do not forget to
express gratitude for those who participated in the process, recognize all those who
contributed to the success of the improved process, and celebrate successes for a job
well done. Note, that quality is not free but it can be a great return on investment
if done right. Holding all managers and employees accountable for a company's success
while helping them to understand the true meaning of Quality is not the same as throwing
money at a problem in the name of Quality.
Source: American Productivity and Quality Center (APQC) – Call Center Operations.
Tammy McNeil-Rankin is a Quality Assurance Manager in a Sales Call Center, to contact
please call (336)896-5338
