By Daniel E. Sniezek

The Challenges of the Quality Profession in the World Today.

What ASQ’s Stakeholder Dialogs and Futures Studies tell us.

By Daniel E. Sniezek

This presentation is the opinion of the author only and not his employeer, ASQ,

PEGGY or anyone else.

Agenda• Traditional Quality Profession• Today’s Quality Profession • ASQ’s Vision• ASQ Strategic Methodology

– Stakeholder Dialogs– What Stakeholders are telling us.

• ASQ’s Strategy• Futures Study 2002• Futures Study 2005• Final Hints for Quality Professional

Traditional Quality Profession(Quality Professionals)

• Focused in Manufacturing• Quality inspection was at the end of the manufacturing

line.• Quality did the lab work.• Reliability, Availability and Maintainability• Statistical Knowledge is key.• Quality Department independent of Manufacturing

Department. • Disclaimer: This is not totally true but used for illustration.

Todays Quality Profession(Quality Professionals and Parishioners)

• Focused in Manufacturing,and Services• Quality is integrated into the total organization.• Quality does people work and lab work.• Reliability, Availability and Maintainability• Transferring statistical knowledge is key.• Quality Department are no more they are part of

the Quality Management System. • Disclaimer: This is not totally true but used for illustration.

ASQ’s Vision By making quality a global

priority, a business imperative and personal ethic, ASQ becomes the community for everyone who seeks quality technology, concepts, or tools to improve themselves and their world.

A Dual Role & Long-Term Objectives

• To be stewards of the quality profession

• By providing member/customer value

• To be stewards of the quality movement

• By providing increased society value from ASQ activities

Adopting a Living Strategy

• Long-range plans become irrelevant in a rapidly changing world.

• Living strategy evolves as knowledge evolves.• Community grows through stakeholder involvement

in ongoing strategic dialogue.

Engaging Stakeholders in Living Strategy

• Contribute to the living story of what ASQ is becoming – where we’re going and where we’re already creating new possibilities NOW.

• Engage in strategic dialogue about the most important questions to the future of quality, the quality profession, and ASQ

• Cascade these stories and dialogues to others.

Everyone can:

American Society for Quality

Café’s

Future of Quality Café

• Encourages powerful questions, candid dialogue, and creative thinking among large groups of people.

• Involves moving to several different tables, with small group dialogues followed by full group synthesis.

• Everyone records collective wisdom of table right on table-top, which is stewarded and shared by table hosts.

• Café hosts provide directions at each stage of café and facilitate full group share-out at the end.


• Modeled after "European café society" — friends, colleagues and strangers engaged in lively, cross-pollinating, small group conversations about the most compelling issues of the time.

Gathering The Knowledge That

Emerges From This Café


The Voice of Stakeholders

Patterns and Themes

From

Over 350 Voices

The Voice of StakeholdersGathered from thoughts of over 450 ASQ members and quality

non- member professionals at 18 Future of Quality Cafés

1. Quality profession feels undervalued & unappreciated -- Six sigma undermines value of traditional certifications.

2. Bring Quality to the executive table --easily understood, business language.

3. Members want faster change -- too slow to adapt, member units are significant resources.

4. Provide & prove value to company stakeholders, especially leaders -- CoQ, economic case, value beyond dollars.


The Voice of Stakeholders

5. Accessible Quality info & education for everyone --useful in their context, free or low cost.

6. Infuse Quality into the educational system -- K-12 and higher education.

7. Reach outside ASQ to create more awareness -- consumers, non-traditional, brand, beyond compliance.

8. Members connect with Quality at a deep personal level -beyond just their work, make world a better place.

9. Members’ interests reach beyond “what’s in it for me” -- support outreach efforts, keep Quality on national and business “agendas.”


We’ve prioritized

strategic themes that will

guide us…

Priority Strategic Themes

1. Support quality professionals and practitioners in their efforts to grow in value in the workplace and community.

2. Prove and communicate the economic case for quality.

3. Assure that a vital, growing Body of Knowledge is accessible to everyone.

Priority Strategic Themes (continued)

4. Become the community of choice for quality.

5. Grow the use and impact of quality in every segment of the economy.

6. Make sure the world knows the importance and value of quality.

Priority Strategic Themes

1. Support Profession

2. Economic Case

3. Accessible BoK

4. Community of Choice

5. Grow Use of Quality

6. Advocacy

Stakeholder Themes

1. Feel Undervalued

2. Quality to Exec Table

3. Faster Change

4. Prove Value

5. Accessible Info/Educ

6. Teach Quality Early

7. Awareness o/s ASQ

8. Make World a BetterPlace Through Q

9. Outreach

ASQ’s Strategic Priorities Are Well Aligned With Voice of Stakeholders

ASQ’s 2002 Futures Study Seven Forces Shaping Change

Seven Key Forces

1) Quality Must Deliver Bottom Line Results CEO preoccupation Economic reality Short-term view Growing skepticism for quick fixes

Seven Key Forces2) Management Systems Absorbing Quality Function

Management increasingly seen as a system

Quality being integrated in “good management practices”

Quality profession decreasing in numbers (not importance)

Role change from doing to enabling

Seven Key Forces3) Quality Will Be Everyone’s Job

Less centralization of quality More people using tools and

techniques Continuous improvement a

wide-spread expectation More sophisticated tools in use Top talent being equipped with

knowledge

Seven Key Forces4) Economic Case for Broad Applications of

Quality Required Not just mimic manufacturing

success Economic case needed Environment, Healthcare, Education Community improvement Risk – quality is more than $$$

Seven Key Forces

5) Global Market – Global Workforce Global corporations, global expectations Increasingly global supplier networks Increasing use of global standards 24 x 7 requirements Cross-cultural systems Cross-cultural people requirements

Seven Key Forces

6) Declining Trust and Confidence Everywhere Increasing consumer awareness Increased consumer response Increased media attention Increased system requirements

Seven Key Forces7) Rising Customer Expectations

Perfect product = minimum requirement Service gap = growing opportunity Yesterday’s “wow” = today’s common

requirement Growing intolerance between sectors Everything at “internet speed”

ASQ’s 2005 Futures Study

The Forces of Change

#1 Globalization• Some perceive globalization as a threat.• Others an emergent massive market.• Shaped by the fluidity of the internet.• Unencumbered by legacy infrastructures.• Trading politics will shift.• Demands new kinds of collaboration.• Global vs. multi-national companies..

– trans-national!• Previously unknown competitive intensity.• Preoccupation with the bottom-line.

#2 Innovation/Creativity/Change

• Quality’s contribution to the Top-Line needs to be exploited.• Knowledge is “king” and becomes a currency.• Nanotechnology, biotechnology, mass customization, personal

manufacturing will dramatically change the nature of production.

• Natural response to increased rate of change, shorter life-cycles, consumer sophistication (unnatural response of people and organizations).

• Increased demand for “sensing systems.” • Implications to the traditions of quality. How will “control” and

“continuous improvement” co-exist to evolve in response to these demands on organizations?

#3 Outsourcing

• Global in scope.• Work increasingly independent of place and

space.• Era of virtual companies (core of business marketing and

management).

• Quality shaped by people-induced variability.• QMS in global supplier networks.• Some predict a swinging pendulum.

#4 Consumer Sophistication

• Rising expectations of product quality, seamless delivery, and fresh features.

• Quality necessary but not sufficient.• Enabled by instant internet knowledge.• National loyalty traded for cost/benefit.• Consumer-controlled markets.• Ever shorter life-cycles.• Challenge, but silver-lining, for quality.• Anticipatory skills grow in value.

#5 Value Creation• Requires clarity and definition from stakeholder’s

viewpoint.• Management systems must be adapted to this

intent.• Includes sustainability, the triple bottom line, and

waste elimination.• Quality to create value in everything that is done.

#6 Changes in Quality

• Redefined to fit the needs of 21st organizations.• A systems, not process, approach.• Used to move business conceptions (strategies)

into actions through people. • Premiums on anticipation, first to market, initial

yield, agility, supplier network management.

2005 Forces of Change

1. Globalization.2. Innovation/Creativity/Change.3. Outsourcing.4. Consumer Sophistication.5. Value Creation.6. Changes in Quality.

What’s over the horizon for the quality profession?

Impact on Quality Professionals

• Dispersion of the quality function.

• Integrating quality among employees.

• Next generation of quality tools and techniques.

• The human side of quality.

• The economics of quality.

Implications

• Breakthrough change is coming weather we like it or not.

• Quality professionals must learn the language of business and look at the overall systems view.

• Global communities will be connected through commonly recognized standards.

• Must remember the basic quality tools.• Must have a systems approach.

Strategy in Action

Living Strategy

LivingCommunity

Model

EconomicCase forQuality

ImageEnchance-

ment

ASQQuality

Research

CommunityGoodWorksASQ’s

WashingtonPresence

CreatingValue

StakeholderDialogues

Thanks You!!!

I Love You Too!!!!

Questions About What This Means

Documents

By Daniel E. Sniezek