Operational QRQC: heart of Operational Ownership

by Jeser Madureira MSc.

Dear Community,

Welcome back to our monthly article of #Pulse, where we continue our journey towards excellence in problem resolution and organizational effectiveness. Concepts of Quality and Excellence are imperative in all sectors of the economy. With the increasing pressure for results, efficiency and sustainability, the QRQC (Quick Response Quality Control) method emerges as an essential tool to empower workers, improve processes and ensure quality.

QRQC, is a method to identify, analyze and solve quality problems quickly. Its focus is to ensure that failures are corrected immediately, preventing reocurrence and ensuring continuous improvement of products and processes. Combined with SanGenShugi Culture, the "three reals" (genba, genbutsu, genjitsu), in a practical approach, ensures that problems are understood in depth and solved effectively.

Empowering workers is one of the fundamental pillars of QRQC. When operators are trained to identify and solve quality problems, they become more involved and responsible for the production process. It seems obvious, but it is not.

This Operational Ownership, not only improves the quality of products and services, but also increases employee morale and satisfaction. Let’s do it now: if you are at your work, go to the operation (shop floor, callcenter, store, supermarket, warehouse…) and ask to the worker, “in case of a problem, what he should do?”. Probably, 7 out of 10 will answer that they should call their supervisor or manager, which demonstrates that do not have the autonomy or empowerment to solve problems. Worrying, isn't it? Training operators is essential for the success of companies.

Taiichi Ohno, one of the creators of the Toyota Production System, said once: "Without proper training, any method, no matter how efficient, will fail."

Training should be ongoing and include both theory and practice, ensuring that operators are always up to date with best practices and techniques. Employee training involves more than just technical training. It is crucial to develop problem-solving, critical thinking and decision-making skills. In an environment where workers feel empowered and involved, the quality of work improves significantly. A lot of studies have shown that companies that invest in training have lower employee turnover and higher productivity.

A clear example of the effectiveness of QRQC in this regard was witnessed in one of the auto parts manufacturing companies where I was Head of Quality. All operators were trained to stop the production line when they identified any defect (Stop at First Defect). This practice, known as "Jidoka", allows problems to be corrected immediately, avoiding the mass production of defective products. In addition, they initiated the immediate countermeasures by themselves, calling support teams for the appropriate support, seeking to return to work quickly, and without further defects. The result? internal non-quality costs below 0.15% of turnover, and zero customer claims for more than 8 consecutive months. Zero Defects is not impossible, and it involves involving all employees.

In recent years, ESG (Environmental, Social, and Governance) criteria have gained prominence as indicators of sustainable performance and corporate responsibility. Quality and excellence are fundamental to achieving ESG goals, as they ensure that products and services are safe, efficient, and sustainable. Quality is directly linked to environmental and social responsibility. High-quality products last longer, resulting in less waste and resource consumption. In addition, quality processes reduce the need for rework and corrections, saving energy and materials. From a social perspective, quality improves customer satisfaction and the company's reputation.

"Quality is everyone's responsibility." W. Edwards Deming

Sustainability is the only viable long-term business strategy. Having rigorous quality practices in place to ensure products and services not only meet but exceed environmental and social standards. Implementing QRQC helps identify and resolve issues quickly, reducing the costs associated with defects and rework. Companies that adopt this methodology often see significant reductions in production costs and an increase in operational efficiency.

QRQC promotes a culture of continuous improvement. By solving problems immediately and implementing preventive actions (Lessons Learned), companies ensure that their processes are constantly evolving. This not only improves product quality, but also increases competitiveness in the market. Satisfied customers are a direct result of high-quality products and services. To achieve this, it is necessary to ensure that products are manufactured according to the required standards, resulting in fewer complaints and greater customer loyalty.

Implementing QRQC Operations is a vital strategy to empower workers, improve processes and ensure quality in all sectors. With continuous training, qualification and involvement of operators, companies can achieve operational excellence and meet the requirements of sustainability criteria. Practical examples from large corporations show that QRQC not only improves product quality, but also increases customer satisfaction, reduces costs and promotes continuous improvement.

Peter Drucker said, "The quality of a service or product is not what you put into it. It is what the customer or user gets out of it."?

Therefore, investing in QRQC is investing in the future of the company and in the sustainability of the planet. We need to ensure that the customer gets the best, reflecting the true essence of quality and excellence today.?

Do you want know more about QRQC method and benefits for people and companies? Send a message to us, and we will have a pleasure to explain more!

Ecossistema Maturus QRQC Academy

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