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What do you do if you receive critical feedback in Quality Management?

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In quality management, receiving critical feedback is an integral part of the continuous improvement process. When you're on the receiving end of such feedback, it can be challenging, but it's crucial to approach it constructively. Quality Management (QM) is the act of overseeing all activities and tasks needed to maintain a desired level of excellence. This includes the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and quality improvement. It's essential to understand that critical feedback is not a personal attack but an opportunity to enhance processes and products.

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Nima Zafarpoor

QA & QC Expert* IRCA Certified Lead auditor*Project Management*Project Portfolio Management*QA Engineering*Quality…
Ts. Diamond Chan KL

Global Head of Quality | Six Sigma Black Belt | ASQ CQE | ASQ CQA | Professional Technologist | M.Sc (UPM) | JLPT N2…

1 Listen Actively

When you receive critical feedback in Quality Management, the first step is to listen actively. This means giving your full attention to the person providing the feedback, without interrupting or becoming defensive. It's important to understand the perspective of the person giving the feedback and to consider their observations carefully. Remember, feedback is often based on measurable data and specific instances, so keep an open mind and focus on the content of what's being said, rather than the tone or delivery.

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Nima Zafarpoor

QA & QC Expert* IRCA Certified Lead auditor*Project Management*Project Portfolio Management*QA Engineering*Quality Auditing*Administrative Management Expet*QA Manager at Yaks* Trainer*
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If I receive critical feedback in Quality Management, approach it with openness and a willingness to learn ??. Listen attentively to understand the specific concerns or areas for improvement ??. Seek clarification if needed to ensure I grasp the feedback accurately ??. Reflect on the feedback objectively and identify actionable steps to address it ?? And use it as an opportunity for growth and professional development. ????

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2 Assess Objectively

After listening, take time to objectively assess the feedback. Separate your personal feelings from the professional critique and evaluate the information based on its merits. In Quality Management, feedback is often data-driven and aimed at processes, not people. Analyze the feedback in the context of your quality objectives and performance indicators to determine if there are genuine areas for improvement. This objective assessment will help you to respond constructively to the feedback.

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3 Plan Responsively

Once you've assessed the feedback, it's time to plan a responsive course of action. If the feedback is valid, develop a plan to address the issues raised. This might involve revising procedures, enhancing training, or making changes to quality control processes. Ensure that your plan is specific, measurable, achievable, relevant, and time-bound (SMART). Communicate this plan to your team and stakeholders to demonstrate your commitment to Quality Management and continuous improvement.

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4 Implement Changes

Implementing changes based on critical feedback is a key step in Quality Management. Take the action items from your plan and put them into practice. This could involve updating quality standards, improving communication channels, or introducing new checks and balances. It's crucial to document these changes and ensure that they are communicated clearly to all members of your organization. Remember, the goal is to improve quality outcomes, so monitor the effectiveness of these changes closely.

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Thiago Bitti

Treinamento | Análise | Gest?o | Melhoria contínua | Green Belt
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Processos sempre devem passar por altera??es conforme o mercado, trazendo novas necessidades de se avaliar como está sendo feito atualmente. Nessa nova era de indústria 4.0 e metrologias ágeis, aquele que se recicla e se auto avalia, acompanha as mudan?as. Receber uma avalia??o crítica n?o é negativo, pois ela demonstra que algo n?o esteja sendo feito de forma correta. Melhoria contínua, sempre.

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5 Monitor Progress

Monitoring progress after implementing changes is vital to ensure that the feedback has been effectively addressed. Set up a system to track the outcomes of the changes made and review them against the original feedback. In Quality Management, this might involve regular audits, quality checks, or performance reviews. Use this monitoring phase to validate that the changes have had a positive impact and to identify any areas where further adjustments may be necessary.

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6 Reflect Continuously

Continuous reflection is an essential aspect of Quality Management. After implementing changes and monitoring their progress, take time to reflect on what you've learned from the experience. Consider how the process of receiving and responding to feedback has affected your quality management practices and what improvements can be made for the future. This reflection will help you to foster a culture of continuous improvement and readiness for constructive criticism within your organization.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ts. Diamond Chan KL

Global Head of Quality | Six Sigma Black Belt | ASQ CQE | ASQ CQA | Professional Technologist | M.Sc (UPM) | JLPT N2 ???? "Driving Excellence, Quality in Every Step"
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I quote a real life example which I encountered previously: When critical feedback is received in Quality Management, prompt action is crucial to rectify issues. For instance, as a Quality Assurance Engineer in a hard disk component manufacturing company, we received feedback from a client regarding an increase in defective HDDs. We conducted a thorough investigation, identified root causes, implemented corrective actions, communicated transparently with the client, and established continuous monitoring for improvement. This approach restored confidence in our products and strengthened our reputation. Cool? :-)

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What do you do if you receive critical feedback in Quality Management?

1

2

3

4

5

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1 Listen Actively

2 Assess Objectively

3 Plan Responsively

4 Implement Changes

5 Monitor Progress

6 Reflect Continuously

7 Here’s what else to consider

Quality Management

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What do you do if you receive critical feedback in Quality Management?

1

2

3

4

5

6

7

1 Listen Actively

2 Assess Objectively

3 Plan Responsively

4 Implement Changes

5 Monitor Progress

6 Reflect Continuously

7 Here’s what else to consider

Quality Management

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