|What is the definition you use in your work to gauge where|
a process or part is on the scale of poor to perfect quality?
By Craig Gygi, Executive Vice President Operations, MasterControl Inc.
A few years back, I helped an international holding company assess the operations of their portfolio of companies. They wanted to know things like, “How Lean is the operation at each company?” “How far along is each company in its Six Sigma improvement journey?” And “What are the common opportunities and strengths we can build upon?” I visited company sites, reviewed operation activities, collected data, and interviewed executives and staff. I found that in many ways, the foundation for excellence in operations can be boiled down to a single, simple question: “How do you define quality?”
I don’t mean “Philosophically, what is your idea of quality?” Rather, I mean, “What is the definition you use in your work to gauge where a process or part is on the scale of poor to perfect quality?” Responses to this question—whether from a CEO or from a production worker—immediately revealed the status and direction of the individual’s and the company’s continuous improvement journey.