There’s a name for people like me…

OK, so there’s no hiding it. I love quality management systems. There! I’ve said it.

I’ve often been asked to help with implementing ‘ISO-XYZ Quality Standard’, and then asked ‘how long will it take me to write all the procedures’. (Cut to someone screaming.)

At that point I sometimes ask, what is it that you want to gain from implementing this specific quality management system?

I mean, without wanting to be flippant, there are websites where you can apply and receive a certificate confirming that you comply with the requirements of anything.

If it’s a certificate you want, why not do that?

But eventually we get round to talking about the real meaning of quality. This bit of the conversation can veer dangerously towards, ‘Quality is conformance with the requirements of XYZ’. If that happens eyes roll, and the CEO starts twitching and looking at his watch.

But how about this as a definition of quality:

1. Your product goes out of your factory door on time.
2. It doesn’t come back.
3. The invoice is paid without quibble.
4. The customer re-orders…
5. And you can go home and live your real life without stressing about tomorrow.

It’s not about certificates, it’s about an ordered and manageable life.

Many well-run companies achieve this level of efficiency and customer satisfaction, usually with attendant profitability without an ISO certificate.

Question: What is the secret to this success?

Answer: Universal application of common sense.

• They know what they do – and don’t attempt to do what they can’t (until they’ve asked … do we really want to do this?)
• They ask what do we want to achieve? And then spend a bit of time planning out, not only how to do it, but how to make sure that it happens right every time.
• They write down how they want to operate and then train their staff to do it that way.
• They gather enough information about their processes to be able to reassure themselves (and their customers) that they’re doing it right and, more importantly, to be able to investigate when things go wrong. (And they will!)
• They actually go looking for problems … well, actually, they check that it’s being done right and occasionally find the bits that aren’t working correctly.
• When things do go wrong, they investigate where it went wrong and change things to stop it from happening again … then they change their procedures and re-train their staff on the new way. Then they check that it’s working.

OK, so there’s a bit more to an ISO standard than that but the behaviours above encapsulate the basic essence of both good management and a good quality management system.

So, if it’s a certificate you want … go online.

But if you like ….

1. Product going out of your factory door on time
2. Product that doesn’t come back
3. Invoices that get paid without quibble
4. Customers that keep coming back
5. And going home without stressing about tomorrow
6. Any money spent, is spent on making more money and not time-and-a-half wages spent re-working and scrapping.

…then maybe a quality management system is the way to go.