I’ve posted before regarding my soul-crushing history working as a credit card fraud investigator for TMCCC. There was a small light of something which could be thought of as positive in that track, though.
It came to us as Philip Crosby’s Total Quality Management. One night it sneaked in on little cat feet, and the corporate environment was different, and better.
For a while.
Crosby’s four absolutes are:
- We define quality as adherence to requirements
- Prevention is the best way to ensure quality
- Zero Defects (mistakes) is the performance standard for quality
- Quality is measured by the price of nonconformity
- Attain total commitment from management
- Form a quality improvement team
- Create metrics for each quality improvement activity
- Determine cost of quality and show how improvement will contribute to gains
- Train supervisors appropriately
- Encourage employees to fix defects and keep issues logs
- Create a zero-defects committee
- Ensure that employees and supervisors understand the steps to quality
- Demonstrate your company’s commitment by holding a zero defects day
- Goals are set on 30, 60, or 90 day schedule
- Determine root causes of errors, remove them from processes
- Create incentives programs for employees
- Create a quality council and hold regular meetings
- Repeat from step one
Part of this process was to make certain our goals were meaningful and achievable. And we had input into setting those goals. Our performance evaluations and raises changed upward, dramatically.
Eventually though, upper management changed, and made the decision to stop the TQM environment. Without making a big fanfare to the affected peons. Suddenly, we went back to square one.
A ‘rising star’, who had recently been promoted to the corporate office (she was blond and cute, but an airhead) ran into me in the hallway. I asked her (with regard to this latest reversal back to unrealistic standards, etc.)
I said, “What about Quality?”
Her answer (with a straight, misunderstanding face), “Oh! We don’t do that anymore.”