| Memo: Quality at Work
Edition: Final
Quality is swiftly being recognized as a powerful
strategy for any type of business or organization.
Increasingly, it is playing a dominant role in
the global economy. Newspapers, magazines and
telecasts are peppered with evidence of the benefit
of focusing on quality. One example: a US House
Representative, Rep. Don Ritter (R-Pa.) pointed
to a General Accounting Office study that says
the U.S. government could save taxpayers $350
billion a year by practicing total quality management.
Traditionally managed companies are no match
for world-class businesses. Some U.S. firms have
lost markets to global competitors that have embraced
these concepts to a much greater degree than Americans
have. Because of the high stakes, Nigerian companies
and other organizations must shift into high gear
quickly.
To remain globally competitive, and to survive,
every company in Nigeria must promote quality
processes, persistently and relentlessly until
quality permeates their operations.
So where do we start?
Leadership is the backbone of quality, as it
is for all planned cultural change. And that's
what total quality management is, a total reorientation
of the culture of organizations that have hitherto
maintained traditional models of management.
Full commitment to exceptional quality in any
organization starts in the boardroom and with
executive management. Decisions made in the boardroom
will send a clear signal to top management on
the highest importance attached to quality. That
means those setting policy for organizations -
whether it's in corporate boardrooms or government
councils and boards – must have profound
knowledge of quality policies and goals.
A true leader has the vision to see what is really
important and to transmit a sense of mission to
others. He or she must explain how the organization
will work after quality improvement is in place,
and how it will get done. And he or she must be
able to overcome the inevitable resistance to
change that the new philosophy will trigger.
Management must lead by example. Leadership for
such a change cannot be delegated. A top manager
sets the tone for the organization. Truly committed
leaders visibly demonstrate support and promote
continuous improvement. They lead their organizations
by "walking the talk."
Submitted by Afolabi
Imoukhuede, Managing Consultant, MCS
Consulting Limited Ikoyi, Lagos
aimoukhuede@mcsworldgrp.com
Quality Improvement
Starts With Commitment From The Top Down: Lead
By Example
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