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Showing posts from August, 2012

Hire wisely and stick to core values for a Quality Culture

Quality Culture is a complicated topic. Even more complicated than leadership. And I often say leadership is over-hyped. Is quality culture over-hyped then? No.
Earlier this month, Paul Borwaski asked some quality culture related questions. My only worry as I respond is – Is quality culture any different from a sound business culture or a customer focused culture? It surely is different from a cost-focused culture or a punishment oriented culture.
I am a firm believer in culture of improvement and a no-tolerance for poor quality mindset. This is to me is quality culture. I have written about excellent service and the need to recruit for attitude earlier last year.  I also wrote on the service and culture related troubles of Kingfisher Airlines earlier this year. Both these posts indicate the importance of a service culture. I would anyday hire for a service attitude over more than required knowledge. I have done this in the past and will continue to do so.
Hiring for culture has to i…

Quality and Social Responsibility - Twins?

What does Quality and Social Responsibility have in common? Both have been around a while and both are often neglected. And companies that embrace them – Win.
Paul Borwaski, CEO of ASQ has posed an interesting question on his blog - tell me how you’re making the case for quality and social responsibility. And if you’re not—why? I have often wondered, albeit in jest, that when we work for quality we are actually deploying a very strong social responsibility as citizens. I know most of us work to make a living and to take care of a family. But why did we choose quality (for those of us who did choose)?  
There is an inherent lack of immediate results in working for quality that is so similar to working for Social Responsibility. Also, even though very sound logic exists, professionals in both fields have to keep convincing the management of the longer term utility of these fields.
I have made a choice to make a case for quality by not (usually) accepting poor quality products and services…