Quality assurance versus QP(4)--the missing link.

ABSTRACT

First, quality is not easy. Second, basic process understanding, simplification and continuous improvement are equally difficult. We are vertically organized, yet our basic processes are horizontal with cross-functional boundaries. This recognition is the key to continued quality progress. Third, quality cascading is a key concept for progress. It is the most important factor in convincing the work force that we are serious about quality. Last, the concept of ownership is the most powerful force at work in our quality programs. Quality is not a destination, but a never-ending journey. We need to do things better today than yesterday. We need to be constantly on the lookout for ways to correct problems, prevent problems, and make improvements. Even when the customers' needs have been completely and precisely met, a better, more efficient approach may be possible. We need to take a broader view of the role that quality can play in achieving organizational and individual goals. We need to recognize that quality needn't cost more, yet it will improve customer satisfaction. Furthermore, quality involves more dimensions than just product or service; it applies to internal as well as external customers. We must recognize that everything the organization does has a quality component, and that everyone has a responsibility for quality. Accepting a new definition--and a new priority--for quality is essential, but not enough. For quality to become "the way we do business" in our organizations requires a break-through in action. We have to break out of established ways of thinking and acting. We have to learn new behaviors, and we need the skills to mandate and practice them.(ABSTRACT TRUNCATED AT 250 WORDS)