What I would have wanted to know when starting in quality

It would be too easy to say that I wish I'd known everything I know now about quality twenty-plus years ago. I would have been able to do so much more! Well of course I would have made wonders then, but perhaps I can help you, especially if you are new to quality. Let me picture you...

Ready to improve - illustration by Outi O

You just got handed a side responsibility for quality. Someone else was doing it, but now has more on their plate and needs to pass quality to somebody else. You raised your hand (or didn't).

Now you have some quality system, some instructions and not totally happy customers you need to convince to trust that your organization delivers. "Where do I start," you perhaps think. Does this sound familiar or someone you were ten years ago?

Looking back at young Outi (me) and others who take on this challenge with or without formal education, I believe some experience sharing could help.

1. I would have wanted to know how little written documents mean if you don't get people to want to do something AND how you can connect with people. There are so many words that could be left out of the documents when you don't yet know that people don't read further than one page and how much weight those first three lines carry. Oh yes, I will write here many times and places how 3 is magic number.

2. I would have wanted to understand how much freedom standards actually give you in choosing HOW to fulfill requirements. It's almost absurd how new people read standards - and the nonconformities you get in external audits.

   Hopefully there are audits also by customers. They are pure gold for learning.

3. I would have wanted to know what REALLY makes customers trust you. What matters, what's meaningful, and what's wasted effort. Quality isn't about sales speeches (apologies for using these terms), but about living quality into reality, keeping your promises, and continuously improving how you work.

Still after all these twenty-seven years in quality (who's counting), these three lessons still guide a big part of my work. I think it is worth to look those deeper in some blog posts.

What would you like to know or would have needed to know back when starting your journey with quality?

#QualityManagement #ContinuousImprovement #QualityProfessionals #LeanThinking #QualityMatters