There are many tools, recommendations and processes on the market. Many of these are based on the traditional concept of mechanistic management. Models and standards continue to push the idea that the person doing the work just needs to follow instructions and continuous metrics will check, step by step, activity by activity, defect by defect, risk by risk, that the average level is maintained and deviations are managed accordingly. Most of these tools, standards and processes focus on the statistical measurement of performance and efficiency. The idea is that everyone should be told what to do, and we will measure the turnaround to make sure you are meeting your objectives. These principles are largely based on the needs of traditional manufacturing lines and factories, where it is important that people deliver on time and correctly an outcome that corresponds exactly to what the next person on the line expects. There is no room for intelligence, creativity or even just people.
4D Quality: Defined, Designed, Developed and Delivered
When was the last time you discussed the Quality of your products or services with a client, customer, or end-user?