PSM #10: Quality

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The Quality Podcast: PSM #10:Quality. Quality is free. Poor quality costs: rework, continued impact to other activities, erodes time. Poor quality is doing the urgent rather than the important. Quality is doing the right things, doing things right, training, customer focus, win-win situations.

Notes follow:

quality

• what is quality
  • meeting reasonable customer expectations
    • setting reasonable expectations
  • meeting expectations completely
  • doing the right processes
  • doing the processes correctly
  • proving that the result is complete, correct, and responsive
    • quality can not be tested into a product
• cost
  • quality does not cost
    • quality is doing the thing right
    • quality is doing the right things
      • customer focus
      • meets requirements
      • exceed requirements
  • poor quality costs
    • never enough time to do it right
    • always enough time to do it over
  • cost of quality
    • rework
      • fixing stuff
      • filling in holes we missed earlier
    • impact to new initiatives
      • delay in start
      • delay in performance
    • inadequate time to focus on what is needed
      • urgent
      • important
    • we do the urgent
    • we ignore the important
• how to accomplish
  • do the right things
  • do things right
    • take the time
    • do the important things
  • do not let schedules compromise quality
  • do not allow demands to compromise quality
  • well trained staff
  • win-win or no deal

Craig @ February 17, 2006