Thursday, June 28, 2012

ASQ Influential Voices: The New Definition of Quality

In his blog this month, ASQ CEO, Paul Borawski asks the question, "How do we move quality beyond product"? 

Simply put, I think quality professionals need to think bigger and act bolder.  Much like the HR movement in the 1990s to get equal sitting at the executive table, the role of the quality professional is ascending within organizations.  Quality goes well beyond defect rates, process maps, and lean six sigma projects.  Quality is about delivering processes and products that meet customer requirements, create value, and satisfy customers.  It also includes the goals of business continuity, sustainability, and excellence.  This broader definition requires organizations to think, and structure themselves, differently.

In my own organization, the role of Quality now includes areas such as change management, voice of customer, strategic planning, organizational design, and risk management.  The definition of quality is expanding - we must embrace this and be prepared to accept the greater responsibility that comes along with it.  Let's start to make quality a “way of life” in modern business.

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