Quality Chain
Quality. Is it in the creation or the creator. Is quality about controlling or is it about how the creator expresses his/her inner desire for perfection? A small attempt from my side to articulate thoughts on this.
Quality has two components in my language. It is about how somebody experiences it and it is also about how the creator envisaged as to how the others will use it and created the product/service in anticipation. While the first aspect is not totally in the control of the creator the second aspect is very much in the control of the creator.
While envisaging usage is one aspect; having the discipline to realize it in the creation and delivery of the product is another aspect. In the services space the delivery aspect of quality becomes more challenging. While a service can be designed by few high thinking designers it needs to be delivered consistently to the consumers by huge amount of service personal who had no hand in designing the service.
I'm sure you can see the quality gap widening.
Service Experience -> Service Delivery -> Service design
Quality challenges can happen anywhere in the above value chain. In my experience the observations are
1. Lack of proper service design is a huge cause for quality issues. No anticipation of the needs nor anticipation of the delivery approach
2. Lack of proper education for the customer in terms of what the service is about and what it can do and cannot do.
3. In adequate service delivery training and processes
4. The missing feedback loop from service design and service delivery
5. Not realizing that service delivery folks are like the flavour to the food and they should not be curtailed by mechanically orienting them on service delivery tasks. Can we make them co creators of the service? Can we allow them to express their quest for perfection?
6. Folks who deliver service: Are they doing a task or they are delivering an experience?
Feedback?
Delivery Manager l Portfolio Manager l Safe Agilist I Generative AI I Agile Coach l Cloud Practitioner-AWS at Persistent
9 年Quality is not an accident, unless otherwise customer don’t know what should be the outcome or quality output, service provide can’t achieve the desired goal. In case of service it is not easy to achieve “Desired Quality” reason being each customer is unique, we need to understand their unique need and should serve accordingly. Because same services quality cannot be applied to all customer at the same manner. In case of Product, it all starts with Product definition, Design, Prototype etc,if there is a lack in any of process it will have huge impact at the end of the Product Quality. Perfect example is recent Volkswagen Car emission issue at US. Quality cannot be achieved by only one team, it is culmination effort by each every team /member who is working on service/Product value chain.
Business and Practice Leader with over 20 yrs experience in Infrastructure Technology
9 年Very well said, no wonder our contract documents are becoming bulkier to bridge gap in how service is envisaged vs experiences with end users still in flux. Engaging the end users as part of service design would encourage joint ownership and set right expectations. This is being Agile in my perspective
Global Senior Director Automation, Data & AI
9 年Quality must be viewed through the lens of the consumer... If the creator envisages by his/her own internal standards of perfection, they tend miss out on the opportunities to promote and leverage what the consumer/client wants... The test of quality isn’t the aesthetics or the way services are delivered , but the value it creates. To that end, encouraging your customers to co-create with you provides a broader base, we increase the possibilities of co-creating something different, something new – something innovative! But in order to do that, we also have to be ready to fail once in a while as we cannot control the outcome ..