How do you gather feedback on quality management?

One of the biggest challenges is to gain support for a Quality System. It has to start here. Not engaging key personnel and departments is a huge misstep that can lead to a Quality system that is ignored by the business. Not only should regulatory/standards requirements be considered, but also what the business needs are. Without engaging with Senior Leadership to understand what the short and long term business goals are, the system is doomed to fail. Objectives should draw from business needs and regulatory/standards requirements. Quality only defines the swim lanes; it does not teach others how to swim.

Having key quality indicators will help to benchmark progress and ensure results. Whenever a consistent message is shared, it is easy to reach for the same target and monitor progress. Teamwork and collaboration go hand in hand with quality culture. By fostering relationships, sharing insights, and providing meaningful experiences the team will feel valued and respond with getting the job done.

There are two types of feedbacks in quality management. Internal and External. For internal The easiest of the lot is monitoring and DATA Collection which actually gives the first hand perspective. The second one is taking the dipsticks of the internal stakeholders about how this has helped ease out their work. For External There are Surveys, One on One meetings, Rejection Reports, Customer meets.

Gathering feedback on quality management involves several steps: -Interviews: Conduct one-on-one or group interviews with relevant parties to gain in-depth insights into their experiences and perceptions of quality management. -Customer Reviews: Monitor online reviews and comments on platforms like social media, review sites, and forums to gather real-time feedback from customers. -Observation: Observe processes, interactions, and operations to identify potential areas for improvement and gather feedback directly from the workplace. -Key Performance Indicators (KPIs): Track relevant KPIs related to quality, such as defect rates, customer complaints, and on-time delivery, to assess the effectiveness of your quality management system.

For me, the Specific element of SMART is extremely important, I find it can be easy when defining objectives to over complicate the issue in trying to cover too many areas. A good example is in Quality standards when assessing defects for acceptance/rejection criteria : if there is a defect where a minor level is acceptable but a larger level isn't, then pictures are essential of good/no good levels to eliminate any incorrect subjective judgments. Again relating to being specific, in the past I've seen people be so vague when identifying a non conformance that it is laughable. Even if you're unsure if a defect is conforming or non-conforming then you have to be specific with the location for someone else to make an accurate judgement

I don't like to overcomplicate. At begin just create a survey using Google/Microsoft/Typeform or whatever. Send it for the teams that you're working with on daily basis. This could be dev team, customer success team, product team. Ask them what they are thinking about work of QA in the company, where are the gaps, what could be improved.

I found interviews to be very effective, especially from clients with little quality experience. This can help clarify some doubts and avoids seeing it as a chore to fill a survey or a questionnaire. Moreover, some individuals are reluctant to put their views on quality in writing (even if anonymous) in order to avoid looking inexperienced.

Feedback questions with multiple selections should consist of an even number of choices. People tend to see filling a questionnaire as a waste of time and usually tend to choose the middle answer to avoid over committing or further questions. When there is no middle answer, people are sometimes forced to read the questions and express their opinions.

Use the feedback to make necessary adjustments to your quality management processes and measure the impact of these changes over time. Remember that effective feedback collection should be ongoing and integrated into your quality management system to ensure continuous improvement

When customers return and not the products and bad service complaints internal teams are living quality processes, & openly discussing the topics with quality core teams when your delivery, cost and efficiency KPI are also achieved

■ Define the quality objectives AND tge consequences if those are not fulfilled, eventually will affecting their future/prosperity. ■ Introduce the key points of quality managements and the risks. Use simple analogy as example case on each subject point. ■ Design the feedback method and the reward system to be easy to understand also in creative way. ?The more worth the feedback, the more attractive the rewards. ?The feedback shall be evaluate with each respective head of department and analyze the risk level. ■ Published the top 3 of the feedback, since the information should be shared, and also as an appreciation to the one who give the feedback.