SEVEN QUALITY TRAPS-
DEFINITION :
QUALITY: -Deming (1986) states that quality means a predictable degree of uniformity and dependability at a lower cost with a quality suited to the market.
QUALITY TRAPS: - Most of what needs to be done is invisible and what clearly visible is overlooked and wrongly interpreted as the whole action.
| | QUALITY TRAPS | SYMPTOMS | SOLUTIONS |
| 1 | “We will cascade our commitments down to the troops. That should do it” | Staffs resist being change. | Commitment is demonstrated from the top |
| 2 | “We must invest more in training” | Jump directly into intensive training. | Focus on scale, individual and scope |
| 3 | “We intend to build a strong culture as priority” | Superficial change of identity. | Change surface appearances without changing the culture at all |
| 4 | “We want to get everybody involved” | Getting everybody involved. | People volunteer or are selected to work on the” vital few” work process – maximum impact. |
| 5 | “We will introduce quality circles and see what happens.” | Unsupported by management. | Management and quality circles have to work together. |
| 6 | “We can’t improve service unless we set standards.” | Setting operational standard which have no meaning to the customer | Identify the work process that are connected to customer service characteristics – Customer set the standards |
| 7 | “Our bottom line tells when we are succeeding” | Measuring of achievement. | No measure score Range of external and internal mechanism. |
