| Consultant's Corner |
by Bill Cowley |
| Focus on Quality. It’s a good theme and a great conference topic (it brings to mind the smell of soft and supple leather). Everyone is talking about quality. It’s in the news: “Toyota this” and “Toyota that”. “Apple rocks” and “Microsoft socks” (at least, that is what I thought I heard). It is part of our culture, “Quality of life, not quantity of life” (on that, I might form a different opinion on my deathbed). |
| “Quality” covers many issues. First to consider, what is Quality? An old definition of Quality, “Conformance to Specifications”, is a good start but it is not enough. Yes, it is important to be consistent. Consistency is control. When we detect a deviation, we can correct and maintain our Quality. Quality begins with customer requirements. It is infused during the design process and is practiced and monitored during manufacturing. It finally ends, full circle back with customer acceptance. |
| If our customers accept our quality as good, we soar. If they don’t, we don’t. I write reports and design processes to overcome problems. If I cannot convince you my solution is better than your present method, then it doesn't matter how right I am or how clever I was. My output quality is suspect, if not outright poor. |
| I have evaluated programs and sometimes the “Less Good” option is better because it will work smoother within the organization. The project is implemented with higher acceptance than the alternative. The “Mo’ Better” option would take too long to unlearn the old, train the new and convince the customers of the benefits. The perception of quality would suffer and that is a recipe for disaster. |
| Have you ever received the, “It works as designed” response to your feedback? This answer is acceptable only if: 1- I finally read the manual and learned how to use it properly or I figured a way around it or 2- if it doesn’t bother me to lose it (is it cheap enough to throw away like birthday party favors?). If it fails and it does bother me to lose it, it better be easy to return / replace /repair. If this option is difficult, I will only buy one of these products and it will influence all future purchases from this manufacturer. |
| All manufacturer’s marketing specification allow for failures/returns. I understand and have much more tolerance for a broken Happy Meal toy then a defective pacemaker. If I am assembling patio furniture, my rivets can be less than perfect. I may be annoyed but I will live with it (and they often give me extra rivets). On the other hand, the plane I am flying in must be held together with the best quality rivets available. I cannot live with a shoddy option. |
| Zero defects are a worthy manufacturing goal. It’s important but is not the only factor of quality. Nature’s primary focus is the perpetuation of each species. Everything from instincts for defense to procreation is to replenish and multiply. This is true for all flora and fauna. Zero defects only play a part in the scheme. Have you counted the seeds in a tomato? Me neither. Have you seen how many eggs a turtle lays or a fish dispenses? If every seed or egg prospered and grew we would be overrun by the Killer Tomatoes. I believe Nature’s design review is failure tolerant. If it is good enough for Mother Nature, I can take it under advisement. |
| Quality Inspections and Audits provide feedback to our process. They measure our results against our boasts. The metrics teach us how the real world reacts to our ideas. This is designed to keep an honest perspective before it is set loose on the world. The inspectors must be unattached and independent. The inspector cannot help solve the problem or they are guilty of auditing themselves. This will not work. Quality is fundamental from inception, design, completion and ongoing customer feedback but they must remain independent. I fought long and hard with the “Inspector from Hell” about this very subject. I didn’t win that argument, and I have mellowed a bit over time. I also married the inspector, so ultimately I think I won but that is off-topic and I will save that part of the story. |
| Our conference is a great opportunity to focus on quality issues, learn about the new approaches and share our successes and our scars. During the conference, use the evaluation forms and tell us what you think and maybe next time we will discuss Conference Quality. |
| About Bill Cowley |
| With over 30 years experience in materials and manufacturing systems, Bill Cowley is principle of gurusome consulting where he helps Expandable customers in Southern California increase their usage of the Expandable system. Bill enjoys the challenges of working with interesting people in a diverse range of companies and sits as an officer on the IEUGA Board of Directors. Due to constant freeway gridlock, Bill is now addicted to audio books. |
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