I’ve been involved in many different aspects of identifying what drives quality within a company. But before any company can answer that question, it’s essential to first define what quality means to the business.
There are different ways to look at a company’s quality. Quality can be defined as how well a company meets its professional standards. It can also mean adhering to standard practices within its industry. Additionally, quality reflects how customers perceive the business. Ultimately, the scope of a company’s quality is driven by what leadership considers important and by the factors that help drive profitability. So, how does one drive quality in their business?
First, you need to establish your company’s standards and expectations. You may be in business to make the world’s best widget, but if producing that widget is too costly or time-consuming, it could ultimately put your business, well, out of business. A company must identify the sweet spot: what it can do exceptionally well and consistently deliver those products and services to its customers.
Second, you need to establish a system of checks and balances to ensure your company meets the standards and requirements you’ve set. Some companies use independent departments to audit various business functions and verify compliance with quality standards. Others may choose to engage outside resources, such as auditors, consultants, secret shoppers, or direct customer feedback, to assess performance.
Next, you need to measure and monitor the results of your inspections and audits and take action based on what they reveal. It does no good to collect a pile of data, good or bad, if you don’t use it to promote best practices and correct problem areas within your business. Also, don’t limit your feedback channels; seek input from both internal and external sources to understand what’s working and what’s not.
Finally, and perhaps most importantly, driving quality in your business comes down to consistency. Ultimately, business performance, brand reputation, and name recognition are tied to how others perceive your company and whether it consistently delivers products and services at a high level.
Optimizing quality in your business doesn’t have to be overly complicated. It starts with identifying what you want and can do well, and then continually delivering on that goal.
