It doesn’t matter what you call it: Quality, Reengineering, TQM, Operational Excellence, Kaizen, Lean, Six Sigma, or Agile – the entire process is worthless as most companies are approaching it today.
Quality, in many instances, has become just a word – and a rather empty word at that. It’s a term companies throw about and promote to customers. Initiatives are begun and eventually die off. Meetings are held espousing the fabulous gains that will be realized from the latest continuous improvement program.
On the other hand, some companies are too worried about their sales to even look at, let alone focus on, continuous improvement or quality programs. They are out there selling their services and products to customers and dropping their prices to win the oh-so-needed business.
Neither organization has got it right. Continuous improvement for its own sake is a complete waste of time, money and resources. Yet, ignoring an organization’s operational processes is surely a quick way to put a company out of business.
So what should you do?
First, realize that business is about people. The people that work for you, that buy products or services from you, and that provide materials and information to you. Business don’t do business with each other, people do. Even large corporations have people in them determining which vendors to use, who to hire, and how to sell their products and services.
Second, your processes determine your success. Every time you interact with someone, your business processes affect the experience they have with your company. From placing an order, developing specs, processing an invoice, or calling customer service, your operational processes can make people love or hate doing business with you. (For more on this see Ted Coine’s post Apathy: The Kiss of Death)
Third, determine how you can use the many tools and methodologies out there to transform your company into a great company. Don’t focus on “how do I cut costs?” think about “How can I make it easier for people to do their jobs?” If it’s easier, there’s less rework. “How can I free up my people?” If it takes them less time to complete a task, they have more time to innovate, to come up with new ideas and ways to serve customers. This is what will give you a competitive edge: engaged, passionate employees who care about the customer.
Finally, find someone who has already done this. It could be another business owner, consultant, coach, mentor, or leader, but find someone. This transformation is not easy, it’s hard work, it takes time, and it helps to have someone walking along side you encouraging/prodding you and keeping you accountable.
