1. The Importance of Quality
and Its Expanded Role Within Your Organization
John Cover CQA (ASQ)
Director, Quality A
Di t Q lit Assurance
Science Care
American Association of Tissue Banks
31st Annual Meeting
Boston Marriott Copley Place
September 16th, 2007
p

2. “Quality is the result of a carefully constructed
cultural environment. It has to be the fabric of the
organization not part of the fabric ”13
organization, fabric.
Philip B. Crosby
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

3. y
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

4. What Got Us Here?
• Thinking that Quality is a department
department.
• Thinking that Quality is a function.
g y
• Thinking that Quality is role specific.
• Thinking that Quality is someone else’s job.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

5. Traditional Roles
Q lit M t
Quality Management
Audit / Approvals: Quality
Deviation Inspection Procedures
Management Advocate
Performance Product/QC
etc.
Operations Management
Strategy Staffing Revenue Production /
Competitive Personnel
P l Generation / Logistics
Position HR Cost Control Management
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

6. What Do We Have Now?
• Somewhere along the line we lost what was important
about quality.
• Quality (in its true sense) is no longer a language that
everyone can speak together.
• Focus on quality department independence resulting in
silos and shifting priorities.
• The real message of quality has been hidden.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

7. What is Quality?
• Quality indicates the cumulative characteristics of a good
or service th t speaks di tl t th voice of th
i that k directly to the i f the
customer.
• Quality should also reflect the cumulative characteristics
of the environment that supports the production of goods
and services th t di tl speaks t th voice of th
d i that directly k to the i f the
customer.
• Quality should further reflect the empowerment of all
stakeholders to improve the environment that supports the
production of those goods and services.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

8. “Most people would rather live with a problem they
can’t solve than to accept a solution they can’t
understand.
understand ”
Lloyd S. Nelson
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

9. What is not Quality?
• Quality is not a department, position, or title.
• Quality is t “cost center”.
Q lit i not a “ t t ”
• Quality is not final inspection.
inspection
• “Quality” should not be misused like a buzzword of the
y
day.
• Quality is not something that someone else has in their job
description.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

10. What Did We End Up With?
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

11. Where Do We Go From Here?
We must go back to the past…back to the basics……
Dr. W. Edwards Deming Dr. Joseph Juran
Who are these handsome gentlemen?
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

12. Dr. Deming
From Deming's 14 Points 5:
•C t constancy off purpose.
Create t
•Adopt a new philosophy.
•Drive Out Fear.
•Break down barriers between departments.
•Remove barriers that rob workers…of their right to pride of workmanship.
•Institute a vigorous program of education and self improvement
improvement.
•Put everyone in the company to work to accomplish the transformation.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

13. Dr. Deming
Standard Company 1 Deming Company 1
Quality is expensive. Quality leads to lower costs.
Inspection is the key to quality. Inspection is too late. If workers can
produce defect free goods, eliminate
defect-free goods
inspection.
Defects are caused by workers. Most defects are caused by the system.
Rewarding the best performers and Most variation is caused by the
punishing the worst will lead to greater systems that judge, punish,…destroy
productivity and creativity
creativity. teamwork and the company
company.
Profits are made by keeping revenue Profits are generated by loyal
high and costs down. customers.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

14. Dr. Juran
From the Juran Trilogy 11:
• Quality Planning:
• Determine who the customers are.
• Determine the needs of the customers.
• Develop product features that respond to customer’s needs.
• Develop processes that are able to produce those product
features.
features
• Quality Control:
• Evaluate actual Quality Performance.
• Compare actual performance to quality goals.
• Act on the differences
differences.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

15. Dr. Juran
From the Juran Trilogy 11:
• Quality Improvement:
• Establish the infrastructure needed to secure annual quality
improvement.
• Identify specific needs for improvement – the improvement
projects.
• Provide the resources, motivation,, a d training to teams.
o de e esou ces, o a o and a g o ea s
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

16. Dr. Juran
Japanese revolutionary quality strategies 10:
• The upper management p
pp g personally took charge of leading the
y g g
revolution.
• All levels and functions underwent training in managing for quality
quality.
• Quality improvement was undertaken at a continuing, revolutionary
pace.
pace
• The work force was enlisted in quality improvement through the QC-
circle concept.
i l t
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

17. “Everyone here h a customer. A d if h d
“E h has t And he doesn’t k’t know who
h
it is and what constitutes the needs of the customer, and
work in the cycle of adjustment to customers’ needs and
y j
what he can produce, then he does not understand his
job.” 12
Dr. Deming
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

18. Voice of the Customer (VOC)
• The Voice of the Customer (VOC) describes the spoken
and unspoken true needs of the recipient of one’s goods
one s
or services.
• The customer can be both internal and external, and its
voice cannot be overlooked.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

19. External Customers
Who are your External Customers?
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

20. The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

21. Internal Customers
Who are your Internal Customers?
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

22. The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

23. “I know of no more encouraging fact than the
unquestionable ability of man to elevate his life by
a conscious endeavor ”
endeavor.
Henry David Thoreau
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

24. What is it all about?
Empowerment
E t
The ability to change the world you li e in
abilit orld o live in.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

25. Empowerment
“Be the change you wish to see in the world.”
Gandhi
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

26. Empowerment Pathways
• Training d Mentoring:
T i i and M t i
• Quality Training
• Team Training
• Mentoring Programs
• Stakeholder involvement:
• Quality Circles
y
• Process Improvement Teams
• Information Sharing
• Communication Pathways:
• Feedback Systems (more than just a suggestion box)
• Customer Satisfaction Index-Internal Customers
• Track more than just deviations
• Partners in Audits
• Partners in Change Management
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

27. The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

28. What is a Quality Professional?
• A Quality Professional is ANY person that has a passion,
zeal, and discipline for:
• Doing the right things at the right times…for the right
reasons.
• Empowering others through training, communication
pathways, b tt t l and mentorship.
th better tools, d t hi
• Focused on improving systems processes and
systems, processes,
performance as a result of heeding the Voice Of the
Customer.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

29. “Opportunities are usually disguised as hard work,
so most people don’t recognize them.”
Ann Landers
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

30. How Can You Make a Difference?
• “The staring point for improvement is to recognize the
need.”7
d”
• Be an agent for change in your organization.
organization
• “Making improvements is often a bother, but the p y is
g p , payoff
real. But if the leader doesn’t care, the people learn to live
with the existing situation regardless of the number of
problems ”1
problems.
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

31. How Can You Make a Difference?
• “The aim of leadership should be to help people,
machines and gadgets do a better job.”2
• “To help in a positive manner, you must be genuinely
interested in people and results. You can’t fake this one
even if you try because true help is truly unselfish.” 8
• “Show people how to prevent problems, not just fix them.
Educate, train, and support those who do the work.”9
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

32. Thank you!
Science Care
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover

33. References
1. Aguayo, Rafael. Dr. Deming The American Who Taught the Japanese About Quality. New York.
Simon & Schuster, 1990.
2. Gabor, Andrea. The Man Who Discovered Quality. New York, NY. The Penguin Group, 1990.
3. Dobyns, Lloyd & Crawford-Mason, Clare. Quality or Else. New York, NY. Houghton Mifflin, 1991.
4. Juran, Joseph. Managerial Breakthrough. New York, NY. McGraw Hill, 1995.
5. Deming, W. Edwards. Out of The Crisis. Cambridge, MA. MIT, 1986.
g g
6. Ishikawa, Kaoru. What is Total Quality Control?. Englewood Cliffs, NJ. Prentice-Hall, 1985.
7. Imai, Masaaki. Kaizen. New York, NY. Random House, 1986.
8. Crosby, Philip. Quality is Free, New York, NY. McGraw Hill, 1979.
9. Shelton, Ken. In Search of Quality, Provo, UT. Executive Excellence Publishing, 1995.
10. Juran, Joseph. Juran on Planning For Quality, New York, NY. The Free Press, 1988.
11. Juran, Joseph. Juran on Leadership For Quality, New York, NY. The Free Press, 1989.
12. Walton, Mary. The Deming Management Method, New York, NY. Perigee Books, 1986.
13.
13 Crosby, Philip.
Crosby Philip Quality Without Tears New York, NY McGraw Hill, 1984.
Tears, York NY. Hill 1984
14. Demotivational posters obtained from www.despair.com
The Importance of Quality and Its Expanded Role in Your Organization
AATB 31st Annual meeting
John Cover