TRUST – The Quality Accelerator
With product-life-cycles shrinking, ‘speed to market’ is the mantra for extending company-life-cycles. It is the ultimate competitive weapon.
To accomplish the above, we need to understand customer needs proactively, and translate those needs into Best-in-Class features, and related processes. We must be first in the market place, to grab major market share. There is no consolation prize for being second.
We call this Building Quality into Design. This must be a core competency of an organization, for survival and success. Including start-ups.
Quality by Design can deliver customer loyalty, and therefore support company-life-extension. Yes. In theory.
Trust produces speed
In reality, above all else, we need to be trusted.
Low trust causes friction. Trust produces speed.
Low trust causes friction, whether it is caused by unethical behaviour, or by ethical but incompetent behaviour.
Low trust is the greatest cost in organizations. Low trust creates hidden agendas, politics, interpersonal conflicts, interdepartmental rivalries, win-lose thinking, defensive communication. All these reduce the speed of trust. Low trust slows every decision.
On the other hand, trust produces speed. The greatest trust-building key is ‘results’. Results build brand loyalty.
Results inspire and fire up a winning culture. The consistent production of results not only causes customers to increase their reorders, it also compels them to recommend you to others. I have seen this happen with tractors and motor bikes – Mahindra and Bajaj, respectively. Globally.
Trust is like an aquifer – the huge water pool under the earth that feeds all the subsurface wells. In business these wells are often called improvement, innovation, best practices, green practices, empowerment.
This blog is an expansion of my previous blog: How to Pole Vault to Quality 4.0?
- Trust = Character + Competencies
- Character = Integrity (Keeping your promises) + Maturity (depersonalizing problem definition) + Abundance Mentality (win-win thinking)
- Competencies = Technical Skills + Soft Skills