Dr. Deming teaches us that quality is not only predicated on excellent workmanship and reliable parts. Quality defines customer service and all aspects of the business affect service delivery to the customer. All employees of a company whether they’re front line employees who deal directly with the customer, operational employees who produce and deliver services or support personnel who perform internal processes – directly affect the level of quality provided to the customer. And it is management’s responsibility to establish a work environment and build a culture that allows people to deliver quality in their contributions to the organization. Following are keys to superior quality:
- People with targets and jobs dependent upon meeting them will probably meet the targets – even if they have to destroy the enterprise to do it – Dr. Deming teaches that when people are given ultimatums on what they are expected to achieve quality will suffer. Possibly to the point that the company will fail. If the company is well managed – all will succeed and the customer will receive excellent quality in service delivery.
- Quality is everyone’s responsibility – Dr. Deming stresses that superior customer service is contingent upon quality performance in all aspects of a business. Everyone must keep their focus on being efficient and effective.
- Quality is pride of workmanship – People that assume ownership of their company’s customer service delivery develop self-confidence and self-respect. When they identify with their contributions and are proud of the organization’s accomplishments they’ll always be focused on the ultimate goal of superior quality and excellence in customer service.
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