🚀 go-pugleaf

becky knight wrote:
> How do you view the services provided internally to your internal
> customers? How does that fit into your perception of your role as a
> quality manager or supervisor or team member? We spend much time talking
> about the tools of production; management of change; statistics and
> product design; all kinds of production questions...but the people are
> the producers and how do you fit them into your plans as integral and
> maybe central to the services that produce the products, distribute
> them, or provide support services such as human resources? I think there
> is still a very strong affinity for the silo as a shelter from the
> change, so to speak.
> I am genuinely in need of hearing some of your thoughts on this aspect
> of Quality.


Here is some food for thought:
First of all, we don't call them internal *customers* any more, we call
them internal partners. You see, you work FOR a customer, but WITH a
partner. This enhances the team spirit.
Second, we don't call the human resources any more; a resource is a
means that you can exploit in order to achieve a goal, says the
dictionary.
We don't call them the most precious asset of the company. An asset is
something one owns. Nobody owns people.
We call them people.
You don't manage people; you manage things. You lead people.
When we introduce total quality (rather than quality), we explain that
total quality means three qualities: quality of return for the
shareholders, quality product and services for the customers, and
quality of life for the people in the organization. We call that the
total quality triad.
Now, people means management and non-management (we avoid the term
employee since, nowadays, all people are employees, including managers).
Recently, I was discussing with the CEO of a medium size company who was
looking for a consultant to help him with some problems. In his
introduction, he mentioned that they had 35% managers and staff and 65%
workers. I indicated that I sensed a big problem. He was astonished
because he hadn't started telling me anything about their operations
yet. I said: You do have a problem; only 65% of your people work!! I got
the contract.
Managers and consultants say that people in an organization only
objective is to satisfy the customer. The only people they have to
satisfy is themselves. Now, in order to do so, they have to satisfy the
customer with quality products and services so that they buy these
products and provide the shareholders with a quality return on their
investment. In turn, these keep investing in the company thus providing
and maintaining jobs for the people in the organization as well as a
quality life, at work and outside.

joseph.kelada@hec.ca
http://www.hec.ca/~p178/kelada-E.html
http://www.hec.ca/~p178/Triad.html