Sustainable Quality Excellence is a term we use a lot across the business. But what do we really mean by it?
We’re talking essentially here about our ability to fulfill people’s expectations. Or in this case, to give our customers what they want. Without customers, we don’t have a business. So, to be successful, we need to recognize that customers’ expectations for product quality are increasing. Zero failures are becoming a basic requirement, and therefore Quality excellence is essential to our success.
So, what do we mean by ‘zero failures’, exactly? Simply put, our customers expect the devices they buy to work in their applications without any problems – just like we, as consumers, are becoming less tolerant about failures in the products we buy, whether an MP3 player or a car.
The move towards zero failures is already taking place in demanding market segments such as the automotive industry. This is quickly extending to other segments, such as the computer and consumer markets, with convergence bridging markets and spreading this expectation to new areas.
We understand our responsibility in this field, and we should commit to meeting the challenge. In other words, we should feel strongly that our products should never be the cause of a malfunction in our customers’ applications. Today, most of our products are consistently at zero ppm (part per million); but we need to go further to maintain this quality level for all our products over time, with no drift or accidents.
We have to believe that strong quality performance is based on four areas:
High quality processes in both manufacturing and non-manufacturing areas:
This includes having well-controlled process parameters; controlling deviations and non-conformities; managing changes carefully with appropriate risk assessment; and using IT-based tools to execute processes flawlessly.
Excellent product design:
By that we mean products based on a deep understanding of our customers’ needs, which have been assessed for potential failure modes; with appropriate solutions integrated from the early design phases.
A strong infrastructure:
With a Quality Management System based on processes; tools and methods for continuous improvements; and a Quality Operating System to manage customers’ complaints, non-conforming lots, traceability, audit follow-up, and so on.
Mutually beneficial partnerships with customers and suppliers:
Encompassing joint improvement programs; effective and immediate management of customers’ issues; and collaborative solutions such as Supply Visibility Information, the Partner dedicated customer portal, Rosetta net, and others.
These systems, tools and methods are already going a long way to helping us achieve the highest quality standards. But they are not enough on their own. To get to where we want, and need, to be with this, we need the backing of our entire workforce.
Every one of us has to recognize our responsibility to meet our customers’ needs. And that means every one of us adopting a ‘quality excellence’ mindset which is what we call ‘Quality Excellence in Mind’.
Thus, if your company is worldwide, then you have to launch a company-wide training and motivational campaign – to develop and grow this awareness and encourage our people to think and act with ‘Quality Excellence in Mind’. You have to maintain your goal, quite simply, is to integrate quality excellence into our daily business lives and decisions. If we can do this, and encourage all employees worldwide, at all levels, to get behind this concept – and bring it to life – we know we can achieve a quality breakthrough.