10.1 THE STRATEGIST IN YOU: Getting It Right First Time

(SHORT NOTES FROM STRATEGY TOOLS:

Quality Strategy at http://www.mindtools.com)

 

Zero defects is where defects are not acceptable, and that everyone should "do things right the first time".  The idea is that with zero defects, profits can be increased both by eliminating the cost of failure and increasing revenues through increased customer satisfaction.

The question that often comes up is whether or not zero defects is attainable.  Zero defects is NOT about being perfect.  It is about changing our perspective by demanding that we:

·        Recognize the high cost of quality issues.

·        Continuously think of the places where flaws may be introduced.

·        Work proactively to address the flaws in the systems and processes, which allow defects to occur.

Zero defects is a standard.  With this, every aspect of the business is subject to scrutiny whether it measures up.  It must be clear right from the beginning that zero defects is not a motivation program.  Its purpose is to communicate to all employees the literal meaning of the words 'zero defects' and the thought that everyone should do things right the first time.

Adopting Zero Defects

There are no step-by-step instructions for achieving zero defects. However, there are some guidelines and techniques to use when ready to embrace the zero defects concept.

Management must commit to zero defects.

·        The best-intentioned employees cannot provide zero defects if they are not given the tools to do so.

·        When deciding that zero defects is the approach want to take, it need to be recognized that it’s likely to represents a significant change to the way people do things.

·        Understand what customers expect in terms of quality.

·        Zero defects requires a proactive approach.

·        Create quality improvement teams.

·        Integrated with the corporate culture.

·        Needs to be accepted as "the ways things are done around here".

·        Have strong systems in place.

·        Monitor the progress.

·        Build mechanisms into the systems and methods of operating that provide continuous feedback.

·        Measure the quality efforts.

·        Express progress in terms of the bottom line.

·        Build quality into performance expectations.

·        Encourage team members to think about how they can achieve zero defects, and reward them when they're successful.

·        Recognize that although zero defects is a destination, circumstances keep changing.

·        Monitor, evaluate, and adapt in a continuous, never-ending cycle.