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  1. 1. Future of the Quality Manager Duke Okes ASQ Northeast TN Section 1106 April 24, 2003
  2. 2. QMD Study on Future of the Quality Manager <ul><li>Special edition of The Quality Management Forum published January 2000 </li></ul><ul><li>Articles by leading writers, academics, practitioners, and consultants in field of quality </li></ul><ul><ul><li>Yoshio Kondo </li></ul></ul><ul><ul><li>James Harrington </li></ul></ul><ul><ul><li>Tom Pyzdek </li></ul></ul><ul><ul><li>Barbara Flynn </li></ul></ul><ul><ul><li>John Peters </li></ul></ul><ul><ul><li>Lori Silverman </li></ul></ul>
  3. 3. Key Comments <ul><li>Kondo : Quality as primary attribute -- more human than cost or productivity. Improving quality usually improves cost and productivity; reverse is most often not true. </li></ul><ul><li>Harrington : Do we need QA managers who monitor other departments? Need for quality department to measure it’s own contribution to performance. </li></ul><ul><li>Pyzdek : Too much focus by quality personnel on mechanical procedures; poor fit to people and need for flexible organizations. </li></ul>
  4. 4. Key Comments, cont’d <ul><li>Flynn : QM is imbedded in processes, and routine QA activities can be managed lower in the organization. Quality Manager should focus on helping achieve strategic goals. </li></ul><ul><li>Peters : QA as operational defense, QM as strategic offense; senior leaders know first is necessary, but heart is only in latter. </li></ul><ul><li>Silverman : Quality should help focus on value creation, innovation, social accountability. Quality manager as change agent, strategist. </li></ul>
  5. 5. Summary of QMD Papers <ul><li>There is a future for quality managers, but it involves a choice -- technical QA or strategic QM </li></ul><ul><li>Both are necessary, but business impact and skills needed are significantly different </li></ul>
  6. 6. A Graphic Perspective QA QM
  7. 7. QA Future? <ul><li>ISO 9000 - QMS to protect customers </li></ul><ul><li>ISO 14000 - EMS to protect community </li></ul><ul><li>18000 - OHS to protect employees </li></ul><ul><li>SA 8000 - Social accountability </li></ul><ul><li>BSI 7799 information security standard </li></ul><ul><li>ISO corporate responsibility standard? </li></ul>
  8. 8. Skills Needed for a Quality Strategist <ul><li>Finance </li></ul><ul><li>Strategy </li></ul><ul><li>Innovation </li></ul><ul><li>Systems thinking </li></ul><ul><li>Consulting, coaching, facilitating </li></ul>Able to work with values & assumptions to improve individual and organizational cognition and performance
  9. 9. Mitigating Factors <ul><li>Type of industry (e.g., regulated) </li></ul><ul><li>Size of company </li></ul><ul><li>Speed of change </li></ul><ul><li>Culture of company/region/country </li></ul>
  10. 10. ASQ Futures Study <ul><li>Quality integrated into job responsibilities rather than a separate department </li></ul><ul><li>New generation of quality tools and techniques </li></ul><ul><li>Consideration of the human side of quality </li></ul><ul><li>Need for economic return on quality </li></ul><ul><li>Quality of society </li></ul>
  11. 11. You and Your Future The World Your Profession Your Company Your Job You
  12. 12. Exploration of Some Typical Quality Manager Roles <ul><ul><ul><li>Product technologist </li></ul></ul></ul><ul><ul><ul><li>Quality assurance </li></ul></ul></ul><ul><ul><ul><li>Total quality </li></ul></ul></ul><ul><ul><ul><li>Others? </li></ul></ul></ul><ul><li>1. Perform force field analysis -- forces supporting and forces against that role </li></ul><ul><li>2. What skills would be necessary in order to remain viable in that role? </li></ul>
  13. 13. Current Performance Improvement Methods <ul><li>Lean </li></ul><ul><li>Six Sigma </li></ul><ul><li>Supply chain management </li></ul><ul><li>Globalization </li></ul><ul><li>Digitalization </li></ul><ul><li>Knowledge management </li></ul>
  14. 14. Critical Skills <ul><li>Improvement methods </li></ul><ul><li>Project management </li></ul><ul><li>Change management </li></ul><ul><li>Financial understanding </li></ul><ul><li>Leadership </li></ul>Need to be able to add to top-line growth (e.g., value, market share, new products)
  15. 15. Questions? Thank You! To add to the dialogue: [email_address] 423-323-7576

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