Quality Planning

Quality is:

1. When a product is consistently represented.
2.  An attitude of excellence with an objective of error-free performance shared by all employees.
3. Achieved through dedicated and Skilled employees, modem facilities, controlled manufacturing processes, continuing education, and a positive work environment.
4. Directly related to superior value and performance and is provided to customers in terms of productivity improvements, reduced operating costs, and outstanding service.

   Quality is simply defined as: providing goods and services that meet or exceed customer requirements.

   To provide goods and services that meet this definition, the executives of the organization must have a strategic plan to lead the company along this path. The plan should contain both long-term and short-term objectives. The window for long-term objectives should be no more than four years and preferably three years. The world changes so fast that planning more than four years ahead is not practical. Markets change at almost a constant pace. Customers' requirements do the same.

A long-term strategic plan should consist of four main programs. There should be:

1. a program for futuristic quality planning, 
2. a program for service and product improvement, 
3. a program for employee involvement and education, and 
4. a program for business systems.

   These programs require a mission statement so that the goals of the program are understood. As with the quality policy statement, the mission statements for these programs should be short and to the point. This gives precise direction to steering committees implementing these programs. Mission statements for the programs I recommend are:

1. Futuristic quality planning-Develop and drive business decisions that utilize quality tools and concepts to assure the successful introduction and implementation of new products, processes, and services to our customers.
2. Service and product improvement--Develop and implement programs to improve office and manufacturing operations, processes, and systems leading to improvements and consistency in service and products, and reductions in internal waste.
3. Employee involvement and education-Utilize the inherent knowledge and expertise of our employees to identify and participate in opportunities for improvement, and provide appropriate education as needed in support of these goals.
4. Business systems--Develop and manage the business systems required to assure quality, improve operations, and support our internal and external customers.

  These programs require further definition to understand how they are applied to effect continuous improvement.