Quality is Human
When leaders rely too much on processes, metrics, facts and trends to measure project/organization’s quality, they forget one thing: that quality is about being human. Quality is human.
That is because people drive quality and exercise their choice of delivering good versus great work. Because work allows people to expand their capacity to deliver. People work for people (customers).
Knowledge world of work thrives on human judgement – our ability to see patterns, listen to our intuition, use our implicit understanding, learning about the context and attend to nuances of work – precisely what makes the ‘human’ aspect of quality so important.
Have processes, measure right things but don’t forget being human.
Quality is Love
Part of being human about quality is also to realise that people only care for quality when they love what they are doing. Quality is about love. Quality is an expression of love for the subject.
When we strive to understand/deliver what customers wants, try to improve our work, when we make mistakes and learn from them, it is essentially an act of love.
Why would we walk any mile extra for things that we don’t deeply care about? For things that we don’t believe are the right things to do?
Challenge is to find enough people who are passionate about what they do and then let them lead/self-organize. You won’t have to worry too much about quality then.
Quality is Happiness
Quality is not just ”degree of excellence” or “conformance to requirements”. Quality is Happiness. (Read the full post here)
– – – – –