Quality Progress - March 2018 - 26

F E AT U R E

QUALITY CULTURE
FIGURE 1

Behavior-based quality

Behaviorbased quality
(BBQ)

nt

Com
p

me
rove

lian

ce

Imp

events before they happen by ensuring quality practices, policies and procedures are in place and followed.
The problem is that both approaches provide little-to-no
organizational structure for sustainable performance
improvement or cultural change that would embrace quality
as a behavioral necessity.
BBQ addresses that situation. In support of this behavioral
approach, consider its three tenets: compliance, prevention
and improvement (CPI), which are the foundation of quality
behaviors. Quality doesn't just happen. You must take the
initiative (in priority order) to comply with requirements,
prevent errors and improve processes. These are behaviors
that drive a culture of BBQ.
To be clear, BBQ is not a quality management system.
It's bigger than that. When a culture of BBQ exists, it is
promoted and led from the top, and it cascades down
throughout the organization so every employee participates
equally in compliance to requirements, prevention of nonconformances and improvement of processes to reduce all
forms of waste. See Figure 1.
While you can have bits of these activities in different
parts of the organization, if they are not led, promoted and
supported from the top equally throughout the organization,
they will not be sustainable. The rush to generate revenue
and profit may be met, but it will become a constant firefight.

Prevention

A BBQ culture

The three legs of BBQ provide stability in all situations. CPI
are the foundational elements of BBQ and all three are necessary to achieve sustainable results:
1. Compliance refers to conformance to all requirements.
2. Prevention means relentlessly seeking to understand the
cause of errors and mistakes (to requirements) and using
quality tools to prevent them from recurring by assuring
conformance to requirements.
3. Improvement refers to using available improvement tools
after prevention is implemented to create change that
eliminates waste of all types.
In essence, this is pretty simple and straightforward with
nothing terribly complex or confusing about the intent. It is
the actual doing that creates the challenge.

What does a BBQ culture look like?

It's easy to say you promote and lead a BBQ culture from the
top because most quality policies are issued or at least signed
by the top executive. In practice, though, a quality policy-or
even a mission statement-does not create or sustain a culture.
The behaviors of the top executive and team are what set the
drum beat of the organization. That drum beat sets the pace
of requirements that flow down into the organization.

26 QP

March 2018 ❘ qualityprogress.com

A few annual objectives set at the top and cascaded down
to develop a roll-up contribution from each department
against the three BBQ tenets will identify cost performance
around quality behaviors that contribute to the organization's
bottom-line results. With continued reinforcement from the
top, sustainable results will continue and a culture of quality
will be like breathing: It just comes naturally without thinking
about it.
You will know BBQ is happening if:
+ Every department has a set of monetized metrics against
each of the CPI elements.
+ Process owners accept accountability for CPI performance.
+ Metrics are used as positive reinforcement for change.
+ Anyone can stop a product, process or service delivery
because of a quality issue with no recrimination.
+ Your customers recognize and support the efforts that you
are putting into cultural change for quality.
+ Continued learning of improvement tools and methods is
taking place.
+ Suppliers are asking for help with their quality programs.
+ Executives take time to recognize CPI behaviors and team
contribution.


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Table of Contents for the Digital Edition of Quality Progress - March 2018

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Career Coach
My Quality Story
In the Right Direction
A Different Kind of BBQ
Gaining Ground
Impeding Progress
Innovation Imperative
Statistics Spotlight
Standard Issues
Marketplace
Footnotes
Back to Basics
Quality Progress - March 2018 - INTRO
Quality Progress - March 2018 - cover1
Quality Progress - March 2018 - cover2
Quality Progress - March 2018 - 1
Quality Progress - March 2018 - 2
Quality Progress - March 2018 - 3
Quality Progress - March 2018 - 4
Quality Progress - March 2018 - 5
Quality Progress - March 2018 - Seen and Heard
Quality Progress - March 2018 - 7
Quality Progress - March 2018 - Expert Answers
Quality Progress - March 2018 - 9
Quality Progress - March 2018 - Progress Report
Quality Progress - March 2018 - 11
Quality Progress - March 2018 - 12
Quality Progress - March 2018 - Mr. Pareto Head
Quality Progress - March 2018 - Career Coach
Quality Progress - March 2018 - 15
Quality Progress - March 2018 - My Quality Story
Quality Progress - March 2018 - 17
Quality Progress - March 2018 - In the Right Direction
Quality Progress - March 2018 - 19
Quality Progress - March 2018 - 20
Quality Progress - March 2018 - 21
Quality Progress - March 2018 - 22
Quality Progress - March 2018 - 23
Quality Progress - March 2018 - A Different Kind of BBQ
Quality Progress - March 2018 - 25
Quality Progress - March 2018 - 26
Quality Progress - March 2018 - 27
Quality Progress - March 2018 - 28
Quality Progress - March 2018 - 29
Quality Progress - March 2018 - 30
Quality Progress - March 2018 - 31
Quality Progress - March 2018 - Gaining Ground
Quality Progress - March 2018 - 33
Quality Progress - March 2018 - 34
Quality Progress - March 2018 - 35
Quality Progress - March 2018 - 36
Quality Progress - March 2018 - Impeding Progress
Quality Progress - March 2018 - 38
Quality Progress - March 2018 - 39
Quality Progress - March 2018 - 40
Quality Progress - March 2018 - 41
Quality Progress - March 2018 - 42
Quality Progress - March 2018 - 43
Quality Progress - March 2018 - Innovation Imperative
Quality Progress - March 2018 - 45
Quality Progress - March 2018 - 46
Quality Progress - March 2018 - 47
Quality Progress - March 2018 - Statistics Spotlight
Quality Progress - March 2018 - 49
Quality Progress - March 2018 - 50
Quality Progress - March 2018 - 51
Quality Progress - March 2018 - 52
Quality Progress - March 2018 - 53
Quality Progress - March 2018 - Standard Issues
Quality Progress - March 2018 - 55
Quality Progress - March 2018 - 56
Quality Progress - March 2018 - 57
Quality Progress - March 2018 - Marketplace
Quality Progress - March 2018 - 59
Quality Progress - March 2018 - Footnotes
Quality Progress - March 2018 - 61
Quality Progress - March 2018 - 62
Quality Progress - March 2018 - 63
Quality Progress - March 2018 - Back to Basics
Quality Progress - March 2018 - cover3
Quality Progress - March 2018 - cover4
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