Your employees are not customer-focused. How can you communicate quality management goals to them?

If you want to deliver quality products or services to your customers, you need to ensure that your employees are customer-focused. However, this is not always easy to achieve, especially if your employees do not understand or share your quality management goals. How can you communicate these goals effectively and motivate your employees to align their work with them? Here are some tips to help you.

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1 Explain the benefits

The first step is to explain why quality management is important for your business, your customers, and your employees. You can use examples, stories, or data to illustrate how quality management can improve customer satisfaction, loyalty, and retention, as well as reduce costs, errors, and risks. You can also show how quality management can benefit your employees by enhancing their skills, performance, and recognition. Make sure to emphasize the value and impact of their work on the customers and the business.

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Jeffrey Salonga

CERTIFIED INDUSTRIAL ENGINEER
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To attract the employees or stakeholder to a new system, procedures, or quality management, we need to discuss what are we going to gain and benefits in implementing it. Use real-life scenario, use a clear and concise communication and emphasise that the customer's satisfaction should come first.

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Eric Rocha

Logística Empresarial | Processos | KPI’s | Treinamento | Projetos | Black Belt Lean Six-Sigma | Melhoria Contínua | Gestão & Liderança
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A falta de foco no cliente muitas vezes se dá em razão do não conhecimento de quem são esses clientes. Peter Drucker costumava perguntar em suas consultorias, "Qual é o seu negócio", e quase sempre as organizações não sabiam como responder a essa pergunta, daí fica a questão, como saber quem são os clientes sem ao menos saber em que negócio estou inserido ou pretendo me inserir. Como comunicar metas de qualidade estando perdido em seu próprio negócio ?

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2 Involve them in the process

The second step is to involve your employees in the quality management process. You can do this by soliciting their feedback, ideas, and suggestions on how to improve quality, or by inviting them to join quality teams, committees, or projects. You can also provide them with opportunities to learn from best practices, benchmarks, or standards in your industry or sector. By involving your employees, you can increase their ownership, engagement, and commitment to quality.

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Jeffrey Salonga

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Involving the team in the process means that you are promoting employee engagement. Employee Engagement is the level of enthusiasm, commitment and involvement that employees demonstrate towards their work, organisation and its goals. The engagement shows continuous improvement, learning and commitment in the quality. To identify the engagement we can use tools such as Surveys, Feedback channels, attendance and retention rate. To achieve the employee engagement organisation should implement recognition programs and provide opportunities for skill development, training and career advancement.

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3 Set clear and realistic goals

The third step is to set clear and realistic quality management goals for your employees. You can use the SMART framework to define specific, measurable, achievable, relevant, and time-bound goals that are aligned with your business objectives and customer expectations. You can also use the PDCA cycle (plan, do, check, act) to monitor and evaluate the progress and results of your quality management efforts. By setting clear and realistic goals, you can provide your employees with direction, feedback, and support.

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Jeffrey Salonga

CERTIFIED INDUSTRIAL ENGINEER
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Define, Communicate and make the employee aware of the organisation's goal and/or KPI. Make it SMART which is Specific, Measurable, Attainable, Realistic and Time-bound.

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4 Recognize and reward achievements

The fourth step is to recognize and reward your employees for their quality management achievements. You can use formal or informal methods to acknowledge and appreciate their contributions, such as certificates, awards, bonuses, or public praise. You can also use intrinsic or extrinsic rewards to motivate and incentivize their behavior, such as autonomy, mastery, purpose, or recognition. By recognizing and rewarding your employees, you can reinforce their customer focus and quality orientation.

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Jeffrey Salonga

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Recognition and rewards boost the moral of the employee especially who is directly involve in improvement of Quality Management. This includes certificates, awards appraisal and bonuses.

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5 Create a culture of quality

The fifth step is to create a culture of quality in your organization. You can do this by modeling and promoting quality values, principles, and practices among your leaders and managers. You can also use communication and collaboration tools to share and celebrate quality stories, successes, and learnings across your teams and departments. You can also use continuous improvement and innovation techniques to challenge and inspire your employees to pursue excellence. By creating a culture of quality, you can foster a shared vision and mission of delivering value to your customers.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Quality Management

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Your employees are not customer-focused. How can you communicate quality management goals to them?

1

2

3

4

5

6

1 Explain the benefits

2 Involve them in the process

3 Set clear and realistic goals

4 Recognize and reward achievements

5 Create a culture of quality

6 Here’s what else to consider

Quality Management

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Your employees are not customer-focused. How can you communicate quality management goals to them?

1

2

3

4

5

6

1 Explain the benefits

2 Involve them in the process

3 Set clear and realistic goals

4 Recognize and reward achievements

5 Create a culture of quality

6 Here’s what else to consider

Quality Management

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