Methods like Total Quality Management and ISO 9000 Standards did not provide the quality management needed
We have had structures like Total Quality Management (TQM) and the ISO quality system for ISO 9000 standards and certification, which were found lacking as a management method. We also reengineered our business process with BPR, specifically to help us manage performance quality. But, performance quality proved difficult to comprehend and manage. Six Sigma provides another structure for our final production quality. Even with all this, we still have not found a way to manage quality as the business routine of everyone in the enterprise.
Result-performance Management (R-pM) organizes the business in terms of the business results produced and business performance utilized to produce results. With an organized business, the company can manage quality as an attribute of results, not performance, to manage real quality for any result, not just final results from production. Find out how manage result quality in the download “How to Build Value-quality Chains“ at Result-performance-Management.com.
Business Process Management emphasizes Performance Quality
Does “performance quality” make sense to you? When you buy something, are you concerned about “performance quality”? Even for a service, what is more important? Is it the performance quality in delivering the service or the quality of the result of the service? The result of the service is your input result that you add value to in your result value-quality chain.
We need a way to understand quality consistently across the whole enterprise, to understand the impact of bad quality, to prevent or detect bad quality quickly, and to isolate and correct problems producing bad quality.
As we see with our business processes, quality happens along the process. But how do we manage performance quality? Many set up performance checkpoints, but what are they really managing at these checkpoints? There is no way to see “performance quality” after the performance has been completed. The evidence of performance is in the quality of result produced. Therefore, the only way we can formally manage quality in a business process is to manage the quality of the output results produced within the process.
Stop striving for quality performance, strive for quality results
Quality is an attribute of the result; not an attribute of performance. Effectiveness is an attribute of performance. Instead of managing performance quality, we need to define the specific results that are produced in the business process. We then need to define the specific performance solutions utilized in the process. We can then manage performance effectiveness to produce high-quality results. Every performance solution must be effective to produce a high-quality result.
Our order fulfillment process includes many results like order received, credit checked, inventory checked, order approved, inventory picked, invoice prepared, delivery organized, order delivered, customer receipt confirmed, etc. The only way to manage quality within the process is to manage the quality of these results. Any one low-quality result could lead to an unfulfilled order output result. If we have a defective result, we need to know the specific performance that produced the result to identify and correct the ineffective performance. We cannot do this if we only manage “performance quality”.
R-pm is the only method for consistent result quality management through effective performance
The only way to understand quality consistently across the whole enterprise is to manage the quality of results across the enterprise. The only way to quickly identify bad quality is to manage result quality along the chain of results. The only way isolate problems producing bad quality is to manage the effectiveness of the performance producing the result.
So, stop striving for performance quality, organize the business and manage high-quality results.
The answer is Result-performance Management (R-pM) to manage performance effectiveness to produce quality results across the complete enterprise as the managed business routine. To learn more about R-pM visit result-performance-management.com.
