Quality Progress - March 2013 - (Page 48)

QualiTy in The FirST PerSon BY Marcia M. Weeden Show and Tell How do quality professionals explain their jobs? I have a confession to make. One and preventive actions, and regulatory of the most frustrating things I have agencies could handle this, but it has encountered during the course of my not been easy. I have hope. At least they know that much. People just do not get it. I see the quality career is trying to explain what You inspect things?” Usually, though, they’ve never heard of I do for a living to people who have no sideways glances seeking escape. I “quality insurance.” It goes downhill from idea what quality is or what it does. cringe as their forced, pasted smiles there, typically a nanosecond or two after become more forced and pasted. I start nicely explaining it is “assurance,” You would think that somebody who has spent a career dealing with specifi- Sometimes, if I am lucky, somebody cations, root cause analyses, corrective might guess, “Is that like quality control? Quality profession “ How can I ever show them the whole picture? Quality is huge. / Figure 1 ” not “insurance.” That’s when the pained expressions start appearing. Regulatory Socially, we’re all being pleasant. It was an innocent inquiry about what I Audits Corporate do for a living. I’m trying hard not to be rude by answering their question, and Compliance Quality engineering they’re suddenly remembering some- Six Sigma place else they have to be. Training Reputation Benchmarking Specs, SOPs, and flowcharts The quality professional in me is horrified. I am not meeting the customer’s expectations and nobody is walking Continuous improvement away satisfied. While other professionals enjoy instant recognition, my quality Voice of the customer Customer service losing my audience. Explaining really Quality management and TQM Statistics shouldn’t be this difficult. Risk analysis I have even had trouble identifying where to begin. Because the responsibil- Quality costs Inspection and test brain is switching to overdrive. I am ities that fall in quality are so numerous, Supplier management FMEAs I’ve wondered, “How can I ever show them the whole picture? Quality is huge. CAPA Contractors I can’t simply go out and take a photo of what I do.” Complaints CaPa = corrective action and preventive action FMea = failure mode and effects analysis SoP = standard operating procedure TQM = total quality management 48 QP • www.qualityprogress.com No, but I can draw it and approxiWarranty issues and recalls mate it. How? With illustrations—show and tell. So often the best solutions are the simplest ones. http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - March 2013

Up Front
LogOn
Expert Answers
Keeping Current
Mr. Pareto Head
The Right Ingredients
Before the Fact
Apples to Oranges?
Five at the Forefront
Innovation Imperative
Measure for Measure
Quality in the First Person
Career Corner
Statistics Roundtable
Standards Outlook
QP Toolbox
QP Reviews
One Good Idea

Quality Progress - March 2013

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