In talking with a client, we discussed a quality problem that surfaced during the process handoff between two departments. The upstream process was supplying defective information to the downstream process. However, the downstream process caught the quality defect because they correctly remembered the 3 quality rules:
Do not accept poor quality
Do not produce poor quality
Do not ship poor quality
It is always your responsibility to check the material or information from your upstream process before ‘accepting it’ and beginning your work. This is your opportunity to run a quality check, identify issues, start problem-solving and work with the upstream supplier on the problem. Likely, they are unaware that they have produced a defect.
We must not accept quality defects, we must not produce quality defects in the material or information we work on, and we must not pass on defects to our downstream customers. A broken process will produce defects and therefore the waste of rework and scrap, but ultimately has the potential to reach the end customer. It is critical that teams learn to recognize quality defects as they strive for high quality.
Back to our client – in her coaching plan, she was going to see and recognize that team member who remembered not to accept poor quality.
Is quality a priority for you and your organization? How do you support it every day?