Hi all,
I'm searching in vain for an alternative title for QUALITY. I'm currently driving a major systems review and would like to launch with a new name.

Any suggestions?

I've been thinking the same way. Rather than use the term 'Quality Engineering' the term 'Productivity Engineering' comes to my mind.

Production engineering seems to be after the planning and design stages, Inspection is after the manufacturing stage (when its too late). I see Productivity Engineering taking a more global view of the total process including admin, manufacturing, aftersales service etc.

Productivity = Qua£ity and is about having robust products and process, it is about keeping cost down and removing waste from the organisation as a whole. Productivity, Quality, lean manufacturing, mistake proofing and all the other good stuff we use these days has to be planned in, it has to be engineered up front to enable manufacturing to produce a good product from day one and totally satisfy our customers every time.

Traditionally the quality department was/is seen as inspection (thankfully I work for a more forward thinking company i.e no inspection department etc). I too think its time for a change, the word Quality is too narrow and blinkered by the past. But the only word I keep coming back to to create any redirection and fresh thinking is 'productivity' .

Are there any other words out there????

Geoff

"Satisfaction Engineering"?

We are using "Organizational Effectiveness" as are a number of other organizations here in NC

"Performance analysis"

Thinking outloud here, so bear with me:

The Customer defines Quality in all its forms. The ability to meet and exceed customer expectations and delivering the expected level of satisfaction. It is different everytime and in constant evolution. Comes down to the 'value' perceived. Value is traditionally determined by the ratio of Quality over Price. We strive to deliver high value products and services. We have Value Systems, if you will, producing valued products and services. In short, we deliver value to the Customer.

Now I'm not sure a Value System is any better than the traditional named Quality System. Semantics I suppose. It is, afterall, the same system. Quality has been renamed many times and it probably will continue this way. I don't see the advantage, but if folks don't like the Q word, then pick one from the postings above.

On Productivity I have this: Productivity is driven by Quality. So perhaps calling it a Productivity System wouldn't be my best choice. Just a thought.

Regards,

Kevin

I like the thinking so far on this thread. I would also love to do away with the word quality and the restrictions it automatcially creates.

But Ramon why exactly are you looking for a new word? Do you wish to replace the word quality in all discussions or just, for a title for a handbook.

For example i never talk about QMS's, i always talk about Business Management Systems, as this implies something a little wider and may sound a little more relevant to people outside the Quality World.

I like the suggestion about 'Productivity'. Whatever the correct translation, many people are starting to understand the importance of productivity to their company, their country and therefore to their own future.

Sounds good to me.

Regards



------------------
Andy B

I'm looking for a term that articulates the core propositions of what our company stands for. This includes our vision, values and the policies established to support them. It should also be able to be used in everyday references to 'the system'.

So far the only one I've come across is 'excellence' although I'm far from convinced.

Regards

Ramon

If "Quality" is a problem, so is "Management" as it doesn't reflect the people's system. Even the term "System" conjures up Systems Engineering, Systems Analysts, and so on.

When Kodak realised they couldn't be world class, they developed "Kodak Class" and the vision of the values that entailed.

So my suggestions are:
1. "(your company name) Class"
2. Acronyms like "Technical And Manufacturing Professional Operating Network (TAMPON)".
Or, "Business Improvement Guidelines & Baseline Reporting Operations (BIG BRO)".
Or, "Professional Management System (PMS)".
This gives a feeling of familiarity, like a nick-name of a friend.

TQM was reborn as Total Customer Service, and other iterations, so anything is possible!


------------------

Originally posted by Ramon:
Hi all,
I'm searching in vain for an alternative title for QUALITY. I'm currently driving a major systems review and would like to launch with a new name.

Any suggestions?

How about ... BUSINESS LEADERSHIP

After all, the ultimate reponsibility for everything to do with the quality of products and services does lie with management ... and this is particularly true with the system of production.

As the Raiders say "Commitment to Excellence". Embodies their whole program.

Originally posted by Ramon:
I'm looking for a term that articulates the core propositions of what our company stands for. This includes our vision, values and the policies established to support them. It should also be able to be used in everyday references to 'the system'.

So far the only one I've come across is 'excellence' although I'm far from convinced.

Regards

Ramon


When I read this, I connect it with WED's question of: "What is your AIM?".

I must admit that attaching a single word or two to convey all that needs to be considered is a difficult one. Additionally, I am not sure how important it is either. However, it is the 'essence' of the AIM that is important. How is the AIM communicated? How is it achieved?

I think it might be conveyed in many ways, through words or actions. Can folks in the organization relate with it? Hopefully so. And no matter what the name, if it is the right thing and people understand it, it will promote itself.

Not to say that this is the case, but I recognize in industry today the need to reinvent the wheel and call it something different. Nothing wrong with that I suppose, but it seems to me to be a useless way of spending resources. One thing to consider: Profound knowledge comes from the outside. Will any of us ever come up with a profound statement or word? Probably not. But we should continue to try! I hope someone comes up with a terrific label by the way, but I wont be upset if nobody does.

Regards,

Kevin

Many years ago we launched a quality program called "Quest for Excellence".

Geoff

The quality assurance of our 'products and service' to our internal and external customers is taken care of by the systems we have in place and 'the owners of the process' not by the people in the QA Department.

We're still kicking this one around as we want to re-name our Quality Assurance Dept to somthing more dynamic and meaningful.

Did anyone ever come up with an alternative for 'Quallity Assurance Department'?


Geoff

:confused:

Yeah how about the Underpaid Department or the lets not listen to them until something goes wrong department.

:ko: :ko:

We're using the term "quality program management office".

Of course, at the moment there's just the one of me......

Customer Assurance???

My $.02 worth... Total Customer Satisfaction????

SPIFF - refer my post of 28 SEPT.
Some people read threads before contributing, but hey, nobodies perfect.

What about "Continual Improvement"?

Hank Fowler
:)

From what I understand from the previous posts, those that are looking for a new name/title to replace Quality Department are actually aiming to breathe new life into what is otherwise a grunt-and-groan - force-everyone- to -take-responsibility-for-their-action / input-contantly-slammed-but-necessary - working-team.

After reading through again (don't want to twist David's knickers) all the posts my contribution is: Process & Product Management Assessor Team, which is too long even if you take out the word management.

Just my humbe opinion, but truely, I don't think your answer will be found in a 'new name/title' at all. Rather a more beneficial approach would be to direct efforts for a cultural change. If we actually get down to the nuts and bolts, the only reason to have a 'Quality Department' is because the (and don't beat me up too much for this) bottom line is making $$ and most manufacturing or service people are very short sighted and focused on trying to meet some internally identified goal. :frust: They don't realize that by taking responsibility and ownership for the product/process they participate in and assuring only the best gets through/done (including assuring each steps internal customer satisfaction as well) they will create product and services at reasonable costs, that people want and will buy again (as needed), refer others, etc...

If I could get this through to even the Management & Supervisors where I work :bonk: .... then we would see a true change (not just a passing fad). As we all know, the only effective Leadership is by example... people who work with you or for you usually emulate the behavior they see. The best phrased verbal or written hype in the world is blown out the window when compared to WHAT YOU DO!

Yes, it is difficult to achieve and takes quite some time to change a business culture and it can only be done (IMHO) from the top down. Speaking from my own experience, taking the ethical high road (in regards to product/process quality) is tireing and often demoralizing when the majority of coworkers couldn't give a sh*t less about doing more than making themselves look good (no matter who else is inconvienienced or how much more work it will involve), meet their set goals, and have no clue how to work in a team environment or see the big picture.

Well enough of me for now. I too would love to see a revitilization of 'quality' and will keep an eye on this thread in anticipation that someone may actually come up with a way to do it.

Good Luck! :bigwave:

This is very interesting. We just finished our QS9000 implementation and I was just over to one of our other facilities to do a gap analysis for the start of their journey. After a week of discussions, we met with the management team and emphasized the importance of everyone's involvement in the "quality management system". One of the managers comment was to help "sell" the idea accross the organization is to change the name to "BUSINESS management system" since it affects every aspect of the business. By removing the word quality, it removed the idea that it was the responsibility of the people in that group.

I know this may not be a popular position to take, based on what I have read in this thread...but could someone tell me what is WRONG with our "label". I am proud to say that I work in the field of Quality Assurance. Changing the name won't stop others from trying to point the finger at us when things go wrong, or taking full credit from us when things go right. Just the nature of the game.

Just my humble opinion.

CarolX

:truce:

Carol,
After years of saying I'm a quality manager, getting blank looks and then providing a very brief explanation that seldom changes their expression, I just say I work in an office.

Quality is a broadly applied, grossly over-used, and generally misunderstood term. Unfortunately years of quality initiatives requires a fresh approach to achieve cultural (mindset) change.

Quality has been used like the favourite club in the management golf bag. It gets dragged out every time you're in trouble 'cause you hope it'll save your ass. You never clean it, occasionally bash it against a tree, or bury it 4 inches into the ground out of frustration, but every time you bring it out you expect it to perform flawlessly.
Eventually the golf club has outlived its usefulness and is retired to the shed so the kids (new graduates in training for future management roles) can cut their teeth on it.

Stay away from the shed - scrub off that mud, polish that chrome, and get a new grip (AKA handle, get it, handle - name).
Soon you'll be the ol' faithful in the bag again, and people respect and use you.


What an odd analogy!

David,

Unfortunately your analogy is very true in most corporations. Thats why we need to strive to change the preception.

Customer satisifaction

Would changing the name be a true corrective action? Or, would it just be treating a symptom?

Quality is fine with me. If folks don't understand it, I think that it is more indicative of how well we as professionals approach education and training of folks on what Quality is.

Those who find the word 'Quality' leaves a bad taste in their mouths are probably suffering from horrible explanations and their own misunderstanding. Should we change a term which has stood for hundreds/thousands of years? Or, should we do a better job at education?

For me, I'll throw my efforts towards education.;)

Just a thought.

Regards,

Kevin

Kevin, I agree with what you are saying, but I would like to point out to all that after a term has been watered-down (abused/mis-used/etc....) so much one of two things must happen to refocus on it.
1. As we both stated in posts here - Re-emphasize & Re-build the culture to support it....or,
2. Come up with a new term

As an example...And I'm not getting into a religious debate of any kind here so please don't respond with any...this is an example only (and since my son has been working on a paper to identify and discuss the pagan and christian aspects of Beowolf it comes to mind):

What do you think of when you hear the word - witch ?
good? people who worship nature and harm no-one? or evil? satanic worshipping people who take pleasure in harming others?

Over hundreds of years, and little documented evidence...what are you left with? A term that means different things to different people. With the current resurgence of 'witchcraft' based on the belief of protecting nature and using its energy for good (don't violate anothers free will or harm in any way...etc) would these people be better served by using a different term/name or fighting the good fight and trying to rebuild societies understanding?

As with most things, folks will have varied opinions regardless the term being discussed. All we can do is respect each others right to differ in opinion and after reviewing any shared success/horror stories...continually assess our own standings and apply what we feel is best.

Eileen.

I believe you are really getting to the point, words are words and we have to live with them.

Semantics comes into play in that people try to use a "nicer", "easier", "correct" word to describe the same thing. In this case the word QUALITY.

To all of you, what comes first to your mind when you hear or read the word QUALITY?:confused:

AL:

VALUE!!!!

Eileen,

Well put! I know we agree on the situation but are just looking at different solutions. I really don't know if one is better than the other either. I just know they are similar while different.

When I thought about Al's question, I'll admit my first conclusion was the same as gp's: value. I thought about it a little longer and came to 'excellence', another term suggested long ago by another contributor in this thread (if not, in know I first thought about it in another contribution here at the Cove). Another one that came to mind was the level of "Delight" I recieve, a higher level of "satisfaction" that was also so noted here by a contributor. I guess that I have many things/concepts/words/terms that come to mind when I play Al's question over in my mind. If I play it longer, I might never end....

Thinking outloud here (pardon me), in the traditional definition, Value is equal to Quality divided by Price. In a lesser known or used definition, Value is equal to Quality + Features divided by Price. I like this definition better. no matter which definition, if any at all, you choose, it should be clear that the only hard numbers one can determine is the Price and the number of Features. Quality is of a magnitude that is different to most everyone and really, unknowable. Value is the same way, dependent on how we view and informally rate things - a value judgement or statement in itself. Am I getting any closer to the perfect word? Nah!!!

Use what works, I suppose. Describing Quality is like describing colors to a blind person. I never seem to get very far.:frust:

Kevin

Kevin,

I would like to add one more item to your formula....reliability. But is that not interchangeable with Quality in many peoples minds? I guess I find Vlaue and Quality interchangeable because both reflect reliability and features to me. Perhaps I am just making the water muddy????:frust:

CarolX

Carol,

No worse than I did!!:bigwave:

Kev

Thanks Kev~

I came accross this recently and don't honestly remember where, believe it was related with the cove...but my memory isn't tops these days either. :bonk:

I did write it down (had problems with the printer connection) so here it is:

Taguchi's definition of quality
"The quality of a product is the monetary loss passed to society once the product has been built and shipped."

I know I'm not as well read in this area as many of you, and this was the first time I really became 'aware/the-thought-stuck/light-bulb-lit/etc..' of this being said though I had almost certainly seen or heard it before.

What I read went on to say (and I think this was the post/article author not Taguchi's statement):
In other words: When the product (your service) is no longer under your control - it is shipped out - your customer deals with the results of your service...
Customers do to it whatever they do. If your product incurrs monetary loss, somebody has to pay it! Your customer by a higher price, society by eliminating waste and disposals (service - folders, waste from travel incurred by consulting, etc...) Somebody (society) pays the price of *bad* quality.
- How Much?

:) Just thought I'd share

I find Kevin's example of describing colours to a blind man particularly relevant, but I would go one step further. How do I really know that the colours I see are the same as the next sighted person? I have a 35 year old friend who only just found out he is colour blind (a bad term I think). His way of seeing the world is perfectly normal to him, not wrong, just different from mine.

What I am trying to say is it comes down to our own personal paradigm. Who is to say this is 'the' definition of quality and all others are wrong. I know that my own definition of quality changes depending on where I am, what I'm doing, even my mood at the time.

"Fitness for purpose" as a definition comes to mind, but then there are times where other factors will influence my idea of what is 'quality'.
Example: I might be shopping for a car; in good economic times my idea of 'quality' in a vehicle will include price, performance, build, and a few other things, but in harder times I might also factor in an element of nationalism and tend towards a locally made model.

I agree that we need much more education about what we as quality professionals are trying do, but trying to make an absolute definition for a concept as nebulous and personal as quality is, to me anyway, an impossible task.

That being said, as my organisation does "business", I tend to refer to the "Business Management System". This terminology is also being used in the latest documents from Standards Australia.

Originally posted by Al Dyer
what comes first to your mind when you hear or read the word QUALITY?:confused:

PROBLEM.

But the reality is that it isn't a quality problem, it's a problem the producers of your products are having as a result of process parameters.

So if we're adopting a "process approach", then we have a process problem, and the term quality becomes superfluous.

Also, "quality problem" suggests the "quality dept" needs to action it rather than the process people.

The change from "quality" conditioning of people to "process" thought patterns can be facilitated by a change in nomenclature. It's still the same golf club, just don't tell them that - it's all about education (Kevin), and that education can be strongly catalysed by a change in approach (and name).

Cheers.

Did I bring http://16949.com/Forums/showthread.php?s=&threadid=1459 to everyone's attention?

James,

Terrific response!!

Kevin

My contribution for an Alternative Title. - for what it's worth

"THE TRUTH DEPATMENT"

Why you may ask ??

The only thing complex about the truth is that some management folks don't have the courage to accept it.

Marc,

Handy link!! Thanks for doing our homework!:bigwave:

Kev

I get very cranky when I hear folks try to define quality because - as has been brought out in this thread (not to mention probably millions of posts, articles, etc., etc.) - there is no single definition. Not even close. That's why even in implementations I push clients to title their 'Quality Manual' their Systems Manual or something more appropriate yet simple.

I saw a bumper sticker on a friend's car when we met for lunch recently. It read: "I'm a militant agnostic. I don't know and neither do you." I want one the says: "Quality: The Most Over Used, Mis-Used Yet Undefinable Word in the English Language"

What you think is quality is not what I think is quality. Many people have tried to define quality. In my opinion all have failed. This is because a single definition for quality per se does not exist. Count the number of people in the world over age 6 months and they have their opinion of what quality is with respect to just about anything. (Ummmm! The yellow stuff mom feeds me is better than the green stuff she feeds me.)

That said, I appreciate the views in this thread. As well as the topic title and the intent of the thread starter. I rate this a 5 Star thread.

No - I don't have an alturnative, but this thread has brought in some very, very interesting thoughts. The blind man example is brilliant. I had never heard it expressed that way before. :thedeal:

Try 'Best Practice.'

That's what it is after all.

Great ideas and input folks, but what I'm looking for is a 'name' for our department. One that reflects what modern quality functions are all about.

The one that sticking with me at the moment is 'Business Sytems'.

Geoff.

Originally posted by Geoff Cotton
Great ideas and input folks, but what I'm looking for is a 'name' for our department. One that reflects what modern quality functions are all about.
The one that sticking with me at the moment is 'Business Sytems'.
Geoff.

Geoff,

When you first weighed in as Quality Engineering, you considered "Productivity Engineering". Would naming your department "Business Systems" reflect the Engineering aspects? When I see business systems, I think of software companies that specialize in running a business. Like, Cayman Business Systems. Quality Engineering, as far as I knew it, didn't dabble into all "Business" areas. How about "Business Systems Validation Department"? or "Process Police":vfunny: maybe "System Sentinals":bonk: "Specification Specialists" "Productivity Posse":ko: Me? I love Quality Engineering, but I'm old!:smokin:

We call our System a Process Quality System (PQS). I did this to assure buy in by the production people. Otherwise they just think it is for "inspection". :agree:

I have had people come up to me and say, "Can you QC this for me?"
I tell them "no".
When the look at me funny I ask them, "what does QC stand for".
"Quality Control" ,they answer.
"And Who controls the Quality?" I ask.
"You do", comes the response.
I counter with, "Wrong. I cannot control the quality of your production. I can only assure that this one piece is correct."

I can inspect a part. Only they can control the process.

I love my job.:bonk: :frust: :ca:

semantics are my life:confused:

James

Originally posted by Geoff Cotton

The one that sticking with me at the moment is 'Business Systems'.Nope - Ya can't use that one. It's part of my 'company name' - copyright, you know! :vfunny: Just kidding, of course, but Cayman Systems, the router company, threatened to sue me over the use of the name Cayman (http://16949.com/lawsuit/) about a year or 2 ago. Seems everything with the word 'Cayman' in it is copyrighted by them. I sent them a real nasty letter (as nasty as their letter to me was) saying go right ahead but never heard from them again.

Multi-millionaires sueing little old me. What an :ca: company. I never did hear if they're suing the Cayman Islands over the use of the name.... :thedeal:

Geoff,

I like "Process Improvement" versus "Quality Assurance"

Best Regards,
Hank Fowler
:)

I can remember when collision repair technicians were auto body men, facility engineers were janitor, and administrative assistants were secretaries. I wondered what was next. A rose by any other name…..
Russ K.

Quality Managers fall into the "Miscellaneous Information Management Professional" category. Note, Mathematicians are also in this category.

From my USAF experiences, their Information Management section handled regulations, records, filing systems, forms, reproduction, etc., etc. They also audit work against regulations/procedures/instructions.

We have the Information Technology people, we have the Management Information Systems people, so since we (the quality people) primarily provide, monitor, measure, correct and manage 'information', then maybe INFORMATION MANAGEMENT is a suitable tag. It is removed from the 'quality' stigma. It can have broad application. And just maybe people can understand information better than they can understand quality.


Just to keep you thinking...

"What's in a name? A rose by any other name would smell as sweet."

"A rose is a rose is a rose."

"Examine the contents, not the bottle."

No matter how sophisticated, innovative, creative, current or sexy the name is, the proof will be in the value that is aded to the operation. If Quality adds value, you can call it "Sam" and it won't matter. If it doesn't add value, you can call it "Brad Pitt" and it won't matter.

Our Quality Dept. has somehow been given the name of " Systems Configiration" and is headed up by the Manager Systems Configiration :)

Well,
I guess we have to look at the many definitions of quality to decide what other possible terms might fit the system user. :confused:
At my Ford location Quality (As well as that passing phase called Six sigma) has been removed from most internal communications.
I stick by my personal and generic definition of quality as being: ;)

Quality may be defined as

The realization of value added steps, driven by needs that fulfills a desired outcome.

Maybe this might possibly motivate other quality terminolgy.
Wallace.