Quality Is The Best Strategy

"Quality is a journey not a destination"

Too often people mistake that Quality is about perfection....

Too often in business most systems and process are created from a reactive mind-set...There is either a compliance need to have a policy and procedure in place right now or the customer or staff demands are immediate and increasing so we decide to give the people what they want.....

But in any business there is never a perfect moment to begin but if "you fail to prepare, prepare to fail"...But it is always better off to do it right the first time than quick fix approach... If something is needed you should always even if it a temporary solution take some time to think. What is the end result? and build as you intend to continue. If not you will have to change, undo, redo what has been done. Then you also frustrate the people in the process and it will cost you more money and time and energy

The most difficult thing to manage when implementing any change, quality improvement initiatives is to manage expectations of each of the stakeholders...

Each stakeholders perspective of what is best can differ greatly.... But great leaders have 3 sights:

1. Hindsight: Ability to visit the past for reference, learning, examples; ensure they don't make the same mistakes and never stay in the past.
2. Insight: The ability of awareness of what is happening right now, and to be able to identify the fundamental need right now. As more than often you need to choose what you need vs what you want. As great leaders understand the current work load readiness of their teams, the morale pulse check of their people, the timing of launching or change management and the likelihood of success vs delaying to ensure success.
3. Foresight: The ability to create a vision that inspires vs aspires; ability to plan and navigate the road ahead; to see what others don't, the bigger world picture vs immediate quick wins or immediate gratification; can hold the vision and trust the process.

It is always better to do things right the first time around if you want people to trust the leadership group.

A Total Quality Management Approach is systematic approach that ensures we take duality approach of ensuring that there is both Integrity & Pragmatism in practice at all times of the process. We don't rely on just our values & vision as our morale compass. But also ensure our attention to detail to create quality process & systems are intentional in both design & delivery.. And we are always asking & reminding ourselves:

1. Is quality are our no.1 business strategy? Achieving real sustainable results...is quality in your business plan
2. Ensuring our quality approach through our quality culture by our mission of quality in everything we say do is part of daily practice at all levels. Is quality a standing agenda item in all team meetings.....
3. Its about continuous quality improvement vs perfection.. we ask 3 questions regularly to measure progress.

• What Do We Currently Do Well (Celebrate success frequently)
• What Could We Improve (How Can We Improve What We Currently Do/How Can We Lean Out Our Processes/Policies/Systems Without Sacrificing Quality)
• What Would Add Value: (What Service/Product/Approach/Initiative That Doesn't Currently Exist Would Add Value To Our Customer, Employees All Levels, Departments, Governance, Beyond The Organisation How Can We Leave A Legacy)

Continuous Quality Improvement should strategically be focused on:

1. People - All Levels (Customer/Frontline Staff/Management/Governance/Board)
2. Processes - Your pathways to what & how each step of a process should be done
3. Systems - The least amount of systems the better. With current crm systems on the market many companies can design a bespoke system vs off the shelf systems. If looking at crm system you should consider. 1-2 systems max; you should only have to enter the data once and the system should do the rest in terms of reports and dashboards, filter information needed. And remember a crm never replaces Human Contact.. It should enhance our work not hinder or complicate.. As lean as possible. What is the least amount of data/information we need to provide quality services
4. Beyond - The most successful companies don't ever become tunnel vision and focus internally. It is human nature for people to stay motivated that if they have a meaning or purpose outside of their own immediate world. The same goes for any organisation and workforce. So if you are an industry leader in best practice, quality, culture, employee development. Leave a Legacy by create formal quality improvement initiatives. Here are some examples below

• Host conferences and invite other companies to attend and share best practices, learning and examples how the how to's..
• Host Workshops: The best way to learn is to teach: Hold workshops for staff/leaders of other companies to provide real world best practice how to's, Mistakes to avoid
• Social Media: If you post on any social media platforms use these platforms as a base for story telling; Story telling through social media can access soooo many people. Share your stories of success but also what doesnt work so people dont have to make mistakes and can learn from those who have the road less travelled
• Social Responsibility: Each year run brainstorm sessions with staff teams to ask what you as company can do each year to give back to the community. Some great examples are:

- Give each employee 1-2 days leave per year to volunteer

- If your business has a departmental aspect ie Marketing, Finance, Sales etc'

create mentoring service to entrepreneurs that they get x amount of free hours to learn & shadow team members to such skills

- Sustainable for once off initiatives:

Once off corporate days to help paint local centres are useful and similar.. But why not create yearly bursary awards to support the next generation leaders and entrepreneurs and sponsor the youth of today with such services such coaching or mentoring sessions, educational fee's, business start up funds...