Advice On How To Make The Case For Higher Quality Standards
posted on 11/04/2009
When do quality standards need to go up, and how can the case for this be made to the reluctant?
1. The customer is mandating higher quality standards.
Solution: If the customer is adamant on increasing the standards, have an open discussion of why they think the product needs higher standards. The issue may be customer dissatisfaction that they think higher quality standards will resolve.
2. The producer doesn't want the consumer or customer to mandate higher quality standards that are currently agreed upon.
Solution: Ensure that higher quality standards are spelled out in written contracts, with higher costs for the higher quality standards understood by the consumer. Address the producer's concerns that quality standards do not include customer interference with manufacturing. Include the option for third party quality audits if the customer wants reviews of the quality standards determination method.
3. Third party quality standards to which the company has agreed to follow, such as MIL-SPEC and ISO, have gotten tighter.
Solution: If the quality standard is mandated by customer contract or is a requirement for the company to carry the third party or standards' organization quality stamp, the higher standards need to be met. For those reluctant to do this, analyze what percentage of the customer base could be lost if these higher, tighter quality standards are not met. If the standards are challenging, will meeting them while your competitors do not increase market share?
4. A spike in defective product has reached the customer.
Solution: Analyze your processes to find out why the defects occurred and why they reached the shipping dock. Increase inspection in tandem with reducing the defect rate in the manufacturing process. Make the case that higher quality standards in the short term with greater inspection and higher standards will ensure only the highest quality product gets out the door, rebuilding customer confidence. Also set a bar for when the prior standard is resumed, such as 3 months at the higher quality standard and lower defect rate.
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