That is, stealth quality versus no quality.
To start with, I would like to do away with the term quality. Its historical definition (Juran) was “Fitness for intended use,” but that limits us to outcomes. It is a pen that writes smoothly, a car that handles well and is safe and reliable. It is a thing that does what we expect it to.
We need that of course, but we also need to get it done efficiently so we can profit in our organizations. That can include both making and selling of goods, and also providing services. It can also apply to nonprofit organizations because of budgets and the potential for growth when budgets are not exceeded.
Quality Management is about the things we do to make sure the outcome is of good fitness for intended use. It is about doing things well so the result is what we want it to be. Including the word Quality can confuse the thought processes for those of us who have had the Fitness for intended use definition drilled into us.
Let us consider Juran’s estimation that about 15 to 20% of sales is wasted in poor quality. That estimate is not 15 to 20% of profit, it is sales. Income. Revenue. Yikes! The Stealth Quality Series has been intended to show some of the ways we support the Fitness for intended use outcomes, or help with efficiency so we can be profitable. A series of white papers and tools were developed over time to view some of the same subjects – following procedures, employee turnover, safety – in a perspective that shows their impact on efficiency and profits.
The tools are free for you to use and adapt to your own needs. If you want to distribute them or reprint/republish/distribute the Stealth Quality series papers or any part of their content, please obtain permission via the Contact Us page. Thank you!