2013年5月26日星期日

ASQ InfVoices - Quality Trends in Uncommon Places

The May Topic of ASQ Influential Voice was "Quality Trends in Uncommon Places" which initiated by Paul Borawski (CEO, ASQ) on 9 May 2015. It has multiple topics for discussion included "Workplace Motivation and Goals", "Charm and Fascination (or Soft Skills)", "The Quality/C-Suite Connection" and "What's The Future of Quality?"

For motivation, I agreed with Daniel Pink that "Money" is a motivator. Besides money, the three key motivators are autonomy, mastery and purpose. It is similar idea in my article "Staff Motivation Snapshot" in 2008. It mentioned there were four common factors of motivation including "Worthwhile Work", "The Power of Acknowledgement", "Your Personal Credibility" and "Working Through People".

The second question from Paul is "How do you make yourself distinct as a quality professionals? As a quality professional, quality technique and philosophy (called hard skills) are default. But the soft skills included communication and leadership are also key elements to distinct quality professionals. I remembered I told my colleagues that my job (Quality Manager) is talking more than working!

The common problem is about the disconnect between the quality department and the C-suite. It is still very difficult to help building a bridge to the C-suite. I have only 10 min to brief about company quality management review to the C-suite annually.

Finally, ASQ do a beautiful job on studying the Future of Quality every three years and released Global State of Quality Research report recently. However, my personal view on the future of quality will be focused on New Industry - Social Media. "Quality in Social Media" should be the new topic and new trend of Quality in Uncommon Places. Recently, I read Dragon's book named "Social Marketology" and he introduced Social Media Platforms named "Social Pyramid Diagram" with Nine Significant Devices. I would like to show the diagram of Facebook for sharing.


One of roles and responsibilities Dragon proposed was "Community Manager" who span both internal and external communities. I expect the Community Manager also had a role as quality manager.

Reference:
Dragon, Ric. (2012) "Social Marketology: Improve Your Social Media Processes and Get Customers to Stay Forever", McGraw-Hill.


2 則留言:

curiouscat 說...

1) you might want to make the link to post a comment show up in English - now it is only with Chinese characters.

2) "However, my personal view on the future of quality will be focused on New Industry - Social Media"

I would not agree with this. I agree social media is important. But it is one aspect. I expect quality management to continue to be focused on continual improvement, respect for people, systems thinking, customer focus, understanding variation, etc.

I think it is important for companies to use social media well. And have it be people interested in the business not just flashy cool stuff. I wrote Red Bull asking where to buy their product and never even got a response. They spend millions on generating buzz - ignoring direct customer requests is foolish.

Quite a few companies provide better support if you Tweet them than in any other way. I find it odd they don't do the other options better (phone, email, in person...) but they do at least respond to tweets (they seem to have put a team in place and told them to provide good customer service via Twitter - which is nice, but why didn't they fix their other customer avenues?). That is another example why I think saying social media will be the key is wrong - it is good to use social media but you need to make customer focus your orgs focus - not social media your orgs focus.

I think personally building your career brand is important. I think a blog is the most important way to do so. Personal web site, Twitter, Google+ etc. are also good. I personally don't use Facebook. here are my online connections http://johnhunter.com/john_hunter_online.cfm

Reddit is a great social media site (that many managers don't seem to be aware of). Here is a collection of (sub-reedits) focus on management. Reddit provide links to online resources ranked by votes of participant in focus topics.
http://www.reddit.com/r/management+deming+agile+design_of_experiments+deadlydisease+kanban+invest

Quality Alchemist 說...

Dear John Hunter,
You are right. The social media is important but not the whole business. The heart of business is your product and service quality which can achieve customer satisfaction. Without quality, any good social media strategy is no use. However, social media is valuable to pay more attention.
Thanks for your comment.

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