“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution; it represents the wise choice of many alternatives.”
– William A. Foster
Too often, we lose momentum, think we have the product or service that will solve our clients’ problems, and stop there. We are great at owning our expertise; we know we are good at what we do (or the service we provide). That is not the question or the issue. We need to make sure that the delivery of the product or service is of excellent quality as well!
One way to ensure that quality is intentional – not only in the product or service but also in the development, delivery, and client satisfaction of the product or service – is by examining processes.
- Are you communicating with your client in a manner that satisfies them?
- Does the delivery exceed, or at best, match your competitors?
- Are your costs of delivery as low as you can get them?
- Are your successes repeatable? Measurable? Sustainable?
- Do you have the right nonfinancial assets in place to get the job done?
- Can you adapt to change, economic and client demands?
You might be thinking – “Wait! Nonfinancial assets, my product/service’s success, and adaptability relate to how my business creates quality?” Yes! And, let me add – not losing money!
Business process improvement is not an exercise to undertake when operations are in question, competition has increased, customer service is lacking, or you are not getting the returns you planned. (Keep in mind, this is by no means an exhaustive list of challenges!) The discerning business owner will always consider which current processes are working well, which processes need gradual improvement, which processes need to be formalized or documented, and which processes need immediate improvement.
Let’s address your next question. “How do I start?”
Start by having a conversation with Integrative Management Solutions! We will begin by developing, affirming, or reaffirming your business mission, goals, and objectives. We ask the right questions, determine your baseline, and we will ensure intentional quality is part of your master plan!
Posted by Dr. Drena Valentine to LinkedIn on April 2nd, 2021
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