Quick Tip: Mind Your Language!

I just came across this little gem, and it reminded me of why anyone outside the sphere of Quality, finds the subject as interesting as toast. Not even the buttered kind, probably even toast that is a little bit cold.

"Suitably qualified entities are invited to register their interest in being invited to tender to undertake the role of design services consultant for certain services on the basis described in the Invitation to Register Interest."

I beg your pardon? Now this clearly isn't a quality related statement, but nonetheless, it is an etymological period point, highlighting the need for both sentences with commas, and, demonstrating the superfluous nature of generic statements. Was the author charging by the word?

If you want people to understand and engage in your Management System, then try to not put them in a coma when you are writing associated policies or procedures. If you are dozing off in front of your computer from reading your own work, then what hope does everyone else have?

Take Notes: There is ALWAYS a Pop Quiz!

There once was a time, before the Internet, before overly accessible annoying pop idols and their exploits, when people used to employ this old contraption called a note pad. I can imagine that your minds eye immediately becomes populated with some form of laptop computer, but what I am referring to was even MORE convenient than that! Yes it was so!

These notepads were the weapon of choice for flat foots and gum shoes alike, no doubt recording some of the most crucial pieces of information in the 20th century! Clues to a murder, the crux of a news story.... a long as you could find a pen and a fountain in which to refill it (I'm pretty sure that's how they worked...). More importantly, as per my mantra, that information was ORGANISED then ANALYSED to identify an opportunity.

They [notepads] are almost redundant these days, (though ink has been conceptually superseded by battery power) with the introduction of smart phones, tablet PCs and the like. In fact these days, many things that people hoped could not be recorded, suddenly are being aired across the globe in a matter of minutes for all to see. Thanks Youtube, Wikileaks, Wikipedia and co.

There is so much information out there that if you really wanted to know something or find an opportunity, it would just be a matter of looking in the right place.

The same thing can be said for your business intelligence (No need to look sideways when I say that. It isn't all cloak and dagger subterfuge). Where ever you are, you should be able to access, review and update customer data, and, record potential opportunities.

Satisfying customer expectations is the essence of Quality Management, but, how can you meet expectations with out knowing what the customer wants? That is where things like the smart phone have become so essential. Every little detail that you learn, contributes to your understanding, and therefore, your ability to prepare for and meet, your customers expectations.

If Customer X calls your company and your customer relations representative is about to transfer them to your phone, you have roughly 20 seconds to reacquaint yourself with their history, before they start to think that perhaps their business is not that important to you.

If your quality management system is worth what you pay for it, you should be able to get to that information before interest wanes. Ready? Start flipping through that note pad... NOW! 20, 19, 18....

P.S. I recorded the notes for this piece, verbally on my smart phone.