Staff performance standards: Avoid "Quality" Whatever it takes

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Quality is just a word. And as a word, it cannot be measured, controlled, systematized or standardized. It is quite misleading. We should stop using it immediately.

A vague word

In the business world, the word is often linked with other words that imply that it is a word with a special value, for example, quality control, quality standards, superior quality, quality service. Its meaning is unclear and neglected.

Definition of quality

Defining quality poses special problems. It means different things to different people. And it is generally used as a comparative term. To say that someone or something is a quality person, product or process implies that it is superior to another person, product or process.

What the dictionary says

Dictionaries define it in terms such as “distinguishing feature, property, or attribute: degree of excellence, fineness, or degree of excellence.” And that’s another problem. An observer attributes this virtue to someone or something. “Quality” is simply a word someone uses to describe their judgment.

Quality and value

Unless the person using it is a good judge of the value of what he is judging, the word has little value. What is “quality” to me may be third-rate for you. It does not mean more than this. In the eyes of an observer, someone or something is better than the someone or something you are comparing to. This is why promoters and marketers love the word. For them it is an exaggeration.

A valid case

We can reasonably say that the Green Bay Packers are a “quality soccer team.” We know this from what they have accomplished. They are the champions of the Super Bowl. Their results prove it. Whether they are a “higher quality” team than the 2002 winner, the New England Patriots, is still a decision. The variables involved are numerous and complex. It is difficult to make such a call objectively.

“Quality” and standards

We use “quality” to describe what someone or something does. That is why it has little value in setting or measuring staff performance standards.

If there is no “quality”, then what?

The word itself is not important. What it describes is. You must determine what is meant by quality in all aspects of your business. That is the only way to do it.

If “quality” cannot be definitively measured, qualified if you wish, it simply does not exist.

Meaning to whom

You need to describe what you mean by quality so that everyone – staff, customers, and competition – knows exactly what you’re describing when you use the word. When you’ve done this, you can stop using “quality” altogether.

Responsibility of all

What I am saying has absolutely nothing to do with “Quality Control”. It is certainly not the responsibility of a designated “Quality Manager”. Quality means meeting the highest possible performance standard. That is everyone’s responsibility in every job. Unable to download a “Quality Manager”.

That’s another reason not to use the word.

Don’t even talk about it

Everyone who has something to sell talks about the “quality” of their product or service. The word has lost its value. Whether you are writing promotional material, preparing a job advertisement, speaking to a potential client or client, or interviewing a job applicant. Do not mention it.

Be specific instead

For the customer, “quality” is about benefits, not features.

• “We use only quality components” becomes “All our raw materials comply with the XYZ standard for aluminum and steel: they will not crack or break and will retain their shape at any temperature between 0 – 100 ° C”.
• “Our frozen vegetables must pass rigorous quality tests,” he becomes “All of our frozen vegetables are grown on farms in the rich and deep floodplains of the Noonesville River. They are harvested by hand, processed and frozen within 8 minutes after harvest. Vegetables with blemishes are discarded at harvest. “
• “Our quality dispatch system ensures same-day delivery” becomes “All orders received before 11 AM each day will be accurately processed and delivered by 4:30 PM. the same day”.

Where does it start

Measuring “quality” begins the moment your store, factory, office, or workplace opens to the public every day. It continues until the end user uses your product or service. It is a continuous process. You must meet their performance standards every time. For practical purposes, quality begins with clear and measurable performance standards for all of your company’s jobs.

Performance standards are essential

Without clear and measurable performance, your “quality” will suffer. Without clear and measurable performance standards, you won’t know what your staff or customers mean. There are no short cuts; no quick fixes. It’s simple: there are no measurable performance standards; there is no effective way to measure “quality” performance: there is no measured performance, there is no quality. Thats the reality.

The absolute downside

If your staff aren’t sure what you mean by “quality,” they can’t provide it. It all comes down to this.

What to do now

Every time someone says “quality” ask this question: “How do we measure it?” Start thinking of people about “outstanding performance” and how to describe and measure it. Stop people thinking of “quality”.

Conclution

“Quality” is a word. It describes in a clear, definitive and measurable way the level of performance that it guarantees. Since that’s the case, don’t use the word itself. Instead, use the description of the performance. As a client of mine from a plumbing company says: “If we’re late, you don’t pay.” That is a compromise. Note that they do not mention “quality”.