The Second Key to Building Quality:
Consistency in Everything You Do
In previous articles, I have identified the following as being common to most
methods of Continuous Quality and Productivity Improvement:
methods of Continuous Quality and Productivity Improvement:
1. Continuous Improvement philosophy
2. Consistency in everything you do
3. Teamwork as part of the culture
4. Routine Measure and Analysis
5. Training for all
In this article I will concentrate on exploring the key element of Consistency.
Consistency has long been equated to Quality. I am sure that you have heard
one of the many slogans designed to foster consistency from the workforce.
For instance: “Do It Right the First Time and Every Time”, “If You Have the
Time to Do It Over, You Have The Time to Do It Right The First Time”, “Zero
Defects”, etc. All these slogans are based on the premise of delivering
services that will please customers time after time.
one of the many slogans designed to foster consistency from the workforce.
For instance: “Do It Right the First Time and Every Time”, “If You Have the
Time to Do It Over, You Have The Time to Do It Right The First Time”, “Zero
Defects”, etc. All these slogans are based on the premise of delivering
services that will please customers time after time.
As Dr. Deming has pointed out, slogans alone, will not assure quality.
Management must design and build the systems that will assure that products
are manufactured and services are delivered in a manner that will consistently
satisfy the customer. Management must understand the customer needs and
wants and design the products and processes to satisfy those “needs and
wants” in an unfailing manner.
Management must design and build the systems that will assure that products
are manufactured and services are delivered in a manner that will consistently
satisfy the customer. Management must understand the customer needs and
wants and design the products and processes to satisfy those “needs and
wants” in an unfailing manner.
When thinking of consistency, I am always reminded of the early days of
McDonald’s restaurants. A secret to McDonald’s meteoric rise as an enterprise
was its offer of consistency in quality from outlet to outlet.
McDonald’s restaurants. A secret to McDonald’s meteoric rise as an enterprise
was its offer of consistency in quality from outlet to outlet.
A family traveling on the Interstate would know what to expect when stopping
at the Golden Arches. It was not going to be a gourmet meal; but a clean,
family oriented environment, a satisfying meal at an affordable price.
at the Golden Arches. It was not going to be a gourmet meal; but a clean,
family oriented environment, a satisfying meal at an affordable price.
Ray Crok, McDonald’s founder was the driving force behind McDonald’s
obsession with consistency. Every thing was specified, not a thing was left to
chance.
obsession with consistency. Every thing was specified, not a thing was left to
chance.
A Quality Manager for McDonald once told me that even the seeds for the
potatoes used for its fries were strictly specified. Nothing was left to chance.
French fries and sandwiches were discarded after a certain number of minutes
had elapsed since their preparation was completed. Very strict rules were
enforced in order to assure consistency and quality.
potatoes used for its fries were strictly specified. Nothing was left to chance.
French fries and sandwiches were discarded after a certain number of minutes
had elapsed since their preparation was completed. Very strict rules were
enforced in order to assure consistency and quality.
So powerful was McDonald’s image for consistency that its archrival Burger
King had to counter-act with a campaign based on somewhat opposite virtues
of flexibility and great customer service: “Hold the pickle, hold the lettuce,
special orders don’t upset us…have it your way”.
King had to counter-act with a campaign based on somewhat opposite virtues
of flexibility and great customer service: “Hold the pickle, hold the lettuce,
special orders don’t upset us…have it your way”.
Some today may laugh at the notion of considering a fast food chain as an
example of consistency and quality. Let’s then take the opposite end of the
culinary spectrum as another example of the importance of consistency.
example of consistency and quality. Let’s then take the opposite end of the
culinary spectrum as another example of the importance of consistency.
Have you ever had a favorite gourmet restaurant that you visited many times
with only the best of experiences? You invite an out-of-town guest who you
want to impress with the very best your town has to offer and share the same
kind of wonderful experience only to be surprised by “an off- night”.
with only the best of experiences? You invite an out-of-town guest who you
want to impress with the very best your town has to offer and share the same
kind of wonderful experience only to be surprised by “an off- night”.
That night the service is unusually slow because of a large party distracting
the waiting staff. Your order takes a lifetime to arrive at your table and when it
finally arrives it is either undercooked, or cold, or burned beyond recognition.
After many excellent experiences at this favorite dining spot, how likely are you
to return to this place, not to mention bring an important guest with you, after
this latest miserable visit? Probably, it will take a while before you return, if
ever.
the waiting staff. Your order takes a lifetime to arrive at your table and when it
finally arrives it is either undercooked, or cold, or burned beyond recognition.
After many excellent experiences at this favorite dining spot, how likely are you
to return to this place, not to mention bring an important guest with you, after
this latest miserable visit? Probably, it will take a while before you return, if
ever.
Human nature works like the proverbial cat that once burned on a stove will
avoid going near a cold stove as well. The last stimulus is far more important
than the sum total of all experiences that preceded it. Therefore, being able to
deliver quality products and services time and time again is the only way to
achieve and retain customer satisfaction, which is the key to long-term success
and survival.
avoid going near a cold stove as well. The last stimulus is far more important
than the sum total of all experiences that preceded it. Therefore, being able to
deliver quality products and services time and time again is the only way to
achieve and retain customer satisfaction, which is the key to long-term success
and survival.
Why is consistency so important to customer satisfaction? Another simple
example will illustrate that point. Let’s say that a customer has asked you for
delivery of a product every three weeks. Initially, you have the product in stock
and ship it right away. The next time, you are out of stock and due to some
operational problems cannot deliver for six weeks.
example will illustrate that point. Let’s say that a customer has asked you for
delivery of a product every three weeks. Initially, you have the product in stock
and ship it right away. The next time, you are out of stock and due to some
operational problems cannot deliver for six weeks.
On the average you are okay, right? Of course, you are not. This is similar to
the old statistical joke of having a foot in a bucket of ice and the other foot in
an oven and feeling “on the average” comfortable.
the old statistical joke of having a foot in a bucket of ice and the other foot in
an oven and feeling “on the average” comfortable.
In the first instance, you may think that your customer will be delighted with
your prompt execution of his order. However, your customer may have other
things to worry about than where to store your product until he really needs it.
This adds to his storage and handling cost, not to mention the cost and cash
flow implications of dealing with your premature invoice.
your prompt execution of his order. However, your customer may have other
things to worry about than where to store your product until he really needs it.
This adds to his storage and handling cost, not to mention the cost and cash
flow implications of dealing with your premature invoice.
If delivering early is a problem, delivering late is surely to get your customer
upset. Under the best of circumstances it will raise the customer’s anxiety
level, but operations could also be disrupted or shut down if the product is
critical to operations and the inventory is exhausted.
upset. Under the best of circumstances it will raise the customer’s anxiety
level, but operations could also be disrupted or shut down if the product is
critical to operations and the inventory is exhausted.
Consistency is achieved in this case by meeting delivery expectations within a
narrow range of the target date time after time, without surprises. In this
example, if the product is received in a two to three week time frame, it is not
likely to cause any difficulties and it will greatly improve the perceived quality
of your services.
narrow range of the target date time after time, without surprises. In this
example, if the product is received in a two to three week time frame, it is not
likely to cause any difficulties and it will greatly improve the perceived quality
of your services.
Consistency has been viewed as a necessary component of Quality by many
organizations including the International Standards Organization (ISO). The
ISO standards are based on the belief that procedures that assure consistency
in execution for all functions in the organization are needed in order to deliver
high quality products and services.
organizations including the International Standards Organization (ISO). The
ISO standards are based on the belief that procedures that assure consistency
in execution for all functions in the organization are needed in order to deliver
high quality products and services.
Consistency is, therefore, one of the keys to building Quality, but how do you
attain consistency in everything you do?
attain consistency in everything you do?
By applying teamwork, measurement and analysis, and training throughout the
organization you can begin to deliver the kind of consistency that will satisfy
and delight your customers. These will be the subject of future articles.
organization you can begin to deliver the kind of consistency that will satisfy
and delight your customers. These will be the subject of future articles.
Authored by: Enrique Bekerman, Quality Manufacturing Associates,
Copyrighted 2003 , All Rights reserved.
Copyrighted 2003 , All Rights reserved.
Contact Enrique at 1-954-856-8810 or mailto:qma109@yahoo.com. to
learn more about an 8 hour seminar based on the principles of this article
learn more about an 8 hour seminar based on the principles of this article
By Enrique Bekerman www.webuildqualitytogether.com
 |  |  |  |  |  |  |  |
Quality Manufacturing Associates