Building Block #3
You need to understand your processes and their interactions very well
We need to be clear about what we’re trying to do, and clear about values. The values must be communicated and understood – Values must become part of the fabric of our organization. Another key point is that values cannot be legislated or be a Standard Operating Procedure. Values are something we believe in and demonstrate, like honesty, integrity and professionalism. People can hide behind all the steps in a detailed procedure and still not get the right result. Values, however, have nowhere to hide. Either a person demonstrates that they live by that value, or they don’t.
Deming’s ‘Plan, Do, Study, Act’ mantra is a reminder that we can’t improve quality without knowing how processes work and interact. The activity of studying our processes will also give us a better idea of how changes in one area will affect results in a process further down the stream. Outputs from one process become the inputs for the next process, and every action (or cause) has an effect somewhere.
‘Taking a stab at improvement’ can end up causing more harm than good.
This links to ISO 9001:2015 clause 7.1.6 Organizational Knowledge: The organization “…shall determine the knowledge necessary for the operation of its processes and to achieve conformity of products and services…”
Know Quality, Know Profits…No Quality, No Profits
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