#QUALITYtweet 140 Bite-Sized Ideas to Deliver Quality in every project by tanmay vora. No patent liability is assumed with respect to the use of the information contained herein. The information provided is on an "as is" basis; no warranty of fitness is implied.
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#QUALITYtweet Book01 - 140 Bite-Sized Ideas to Deliver Quality in Every Project (2009)
#QUALITYtweet 140 Bite-Sized Ideas to Deliver Quality in every project by tanmay vora. No patent liability is assumed with respect to the use of the information contained herein. The information provided is on an "as is" basis; no warranty of fitness is implied.
#QUALITYtweet 140 Bite-Sized Ideas to Deliver Quality in every project by tanmay vora. No patent liability is assumed with respect to the use of the information contained herein. The information provided is on an "as is" basis; no warranty of fitness is implied.
140 Bite-Sized Ideas to Deliver Quality in Every Project
By Tanmay Vora Foreword by Dr. Pankaj Jalote Copyright 2009 by Tanmay Vora All rights reserved. No patent liability is assumed with respect to the use of the information contained herein. Although every precaution has been taken in the preparation of this book, the publisher and author(s) assume no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein. First Printing: November 2009 Paperback ISBN: 978-1-60773-064-4 (1-60773-064-2) Place of Publication: Silicon Valley, California USA Paperback Library of Congress Number: 2009937866 eBook ISBN: 978-1-60773-065-1 (1-60773-065-0) Trademarks All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. Happy About and its imprint, THINKaha, cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as afecting the validity of any trademark or service mark. Warning and Disclaimer Every efort has been made to make this book as complete and as accurate as possible, but no warranty of tness is implied. The information provided is on an as is basis. The authors and the publisher shall have neither liability nor responsibility to any person or entity with respect to loss or damages arising from the information contained in this book. #QUALITYtweet is provocative. It serves delicious, bite-sized morsels about human aspects of quality that will feed every managers success. Lisa Haneberg @LisaHaneberg Business Author, Blogger, and Consultant #QUALITYtweet focuses on quality in bite-sized nuggets of goodness a tweet at a time. These insights will leave you wanting more. Skip Angel @skipangel Agile Coach and Consultant Quality matters a LOT . . . for business, customers, and employees. Read #QUALITYtweet to jump-start your own quality movement! Phil Gerbyshak @philgerb Social Media Maximizer and Editor for Slacker Manager Not just wisdom regarding quality, but 140 opportunities for discussion, debate, and growth. May it be used in many staf meetings! Michael Wade @execupundit Consultant, Trainer, Author, and Blogger at Execupundit.com Advance Praise Dedication To my parents, my wife Pooja, and my daughter Hiya for supporting, enabling, and inspiring me. Acknowledgments Thanks to Twitter for the 140-character constraint which elevated my ability to think at the core. Thanks to my friend and guide Rajesh Setty @UpbeatNow for writing #Th!nktweet and inspiring me to write. Special thanks to the Gateway TechnoLabs team Indrajit Mitra and Niraj Gemawat for giving me space and freedom to write this book. Thanks to Lisa Haneberg, Skip Angel, Phil Gerbyshak, and Michael Wade for their kind words of praise. Thanks to my friend Utpal Vaishnav @utpalvaishnav for reviewing this book with a lot of love and care. Special thanks to my publisher, Mitchell Levy @HappyAbout, for taking on my rst book. 140 Bite-Sized Ideas to Deliver Quality in Every Project Why Did I Write this Book? Quality is the #1 strategic diferentiator. Quality is still a heavy subject with a lot of focus on models and theories. People want quick access to practical insights on how quality can be managed. I wrote #QUALITYtweet to fulll that need. Quality is not just conformance to customer requirements. Quality is happiness. Read, share, and be happy! All the best! Tanmay Vora @tnvora 7 #QUALITYtweet Contents Foreword by Dr. Pankaj Jalote 9 Chapter I People & Quality 11 Chapter II Process & Quality 39 Chapter III Management, Leadership, & Quality 65 About the Author 109 140 Bite-Sized Ideas to Deliver Quality in Every Project #QUALITYtweet 9 Foreword by Dr. Pankaj Jalote #QUALITYtweet is a brilliant compilation of practical ideas that ignites thought processes to improve and excel. Dr. Pankaj Jalote Director, Indraprastha Institute of Information Technology, Delhi, India Professor, Indian Institute of Technology, Delhi, India Author of several books on software quality and management Past editorial board member, IEEE Transactions on Software Eng. Visit him at: http://www.cse.iitd.ernet.in/~jalote/ 140 Bite-Sized Ideas to Deliver Quality in Every Project #QUALITYtweet 11 Organizations are comprised of people. The human factor can become your biggest obstacle on the journey to quality if not managed carefully. The attitudes of your people and their alignment to your vision are the two most important factors for organizational success. This chapter ofers practical twinsights on the people aspect and how such perceptions can impact the improvement, initiative, and overall quality of experience your organization delivers to its customers. Chapter I People & Quality 140 Bite-Sized Ideas to Deliver Quality in Every Project Great quality is a by-product of good people passionately working towards an organizations goals. 1 #QUALITYtweet 13 The recipe for great quality = the right people following the right processes, employing the right tools at the right time. 2 If your internal customers (people) are not happy, how can you delight your external customers (clients)? 3 140 Bite-Sized Ideas to Deliver Quality in Every Project Mediocre people will rarely produce great quality, even with world-class processes. 4 Dont reward heroic eforts for xing problems that should have been avoided in the rst place. 5 #QUALITYtweet 15 The weakest link in your team will still have a strong inuence on the quality of your deliverable. 6 140 Bite-Sized Ideas to Deliver Quality in Every Project No certication will save the project if you staf it with poor resources. 7 In a quality aware team, people know that quality is everybodys responsibility. 8 #QUALITYtweet 17 If quality improvement isnt anybodys job, it is not surprising that it doesnt get done. 9 140 Bite-Sized Ideas to Deliver Quality in Every Project Process challenge #1: to ensure that processes are not used as excuses for not getting a job done. 10 #QUALITYtweet 19 Implementing a change is far easier when people are involved in dening the change. 12 Top two reasons for poor quality: people dont know how to do it, or they lack the resolve to get it done. 11 140 Bite-Sized Ideas to Deliver Quality in Every Project You increase the probability of quality output by assigning the right job to the right person. Leverage the strengths of your people. 13 #QUALITYtweet 21 The attitudes and behaviors of your executives play a huge role in determining the quality of your service. 14 It is easier for you to generate quality outputs consistently if you really love what you do. 15 140 Bite-Sized Ideas to Deliver Quality in Every Project Half of your quality problems can be resolved by lling the gap between what people know and what they execute. 16 The quality of your work as a professional is also an assessment of your condence, integrity, thinking, and self-worth. 17 #QUALITYtweet 23 Make every review meeting a learning experience by reviewing the product and the process, not the people. 18 140 Bite-Sized Ideas to Deliver Quality in Every Project Your customers will evaluate quality based on the experience of the overall purchase, not just the quality of the product. 19 #QUALITYtweet 25 Your team is more likely to produce quality when the purpose of your product excites them. 20 People who are uncomfortable with the status quo are the best candidates for your process-improvement team. 21 140 Bite-Sized Ideas to Deliver Quality in Every Project If you only have senior members on your process-improvement team, you are missing out on the fresh insights juniors can bring. 22 If you dont periodically review the progress of your quality initiative with your team, you are giving them a reason to slow down. 23 #QUALITYtweet 27 24 25 With a carrot and stick approach people will comply dispassionately. For passionate involvement, they need to be self-motivated. Implementing change means providing the freedom to make mistakes. Change can never happen when there is fear within. 140 Bite-Sized Ideas to Deliver Quality in Every Project TEAM INTERACTION #QUALITYtweet 29 26 Q: Want to feel the pulse of any organization? A: Just observe how well its teams interact with each other. 140 Bite-Sized Ideas to Deliver Quality in Every Project A good process delights the people who use it, enhances their ability to do more, and creates value for the organization. 27 #QUALITYtweet 31 People who let their quality speak make a profound statement. 28 Critical question: how does this improved process improve my teams ability to perform? 29 140 Bite-Sized Ideas to Deliver Quality in Every Project Critical question: are the results of your improvement initiative visible enough to keep everybody engaged and encouraged? 30 #QUALITYtweet 33 Everything we do is a process that can always be improved. 31 The key to process improvement: realize that people need time and encouragement to change. 32 140 Bite-Sized Ideas to Deliver Quality in Every Project To deliver quality is to SERVE (in a way your customer expects). 33 Improving the quality of communication with your teams and customers directly improves the quality of the customers experience. 34 #QUALITYtweet 35 If you base rewards on meeting a schedule, people will only try to meet the schedule and compromise on quality. 35 140 Bite-Sized Ideas to Deliver Quality in Every Project 36 37 Two great wastes in any organization: not speaking and not listening. The quality you produce is a reection of your body of knowledge, depth of experience, and ability to execute. #QUALITYtweet 37 39 38 You can cope with a lack of ABILITY, but not with a lack of INTENT. How NOT to deliver total quality: focus on quality of product without focusing on quality of relationship and communication. 140 Bite-Sized Ideas to Deliver Quality in Every Project A sure way to kill creativity: be over-critical when people make mistakes. 40 #QUALITYtweet 39 Process is the foundation upon which people work to build quality. Process is not just a collection of work instructions, but an enabler that gradually builds the culture of your organization. A good process can be a great tool for people to deliver quality and for an organization to measure improvement. This chapter presents ideas on how processes can be efectively managed to build a customer-oriented quality culture. Process & Quality Chapter II 140 Bite-Sized Ideas to Deliver Quality in Every Project 41 Quality product is an assessment your customers will make. Not you. The secret of generating excellent quality is to get it right the rst time at every stage of the process. 42 #QUALITYtweet 41 If you dont treat your process as a tool to generate quality, process has a tendency to drive you. 43 140 Bite-Sized Ideas to Deliver Quality in Every Project Having a process and not following it is no better than having no process at all. 44 The ultimate fantasy: expecting quality from a team without communicating your expectations on quality. 45 #QUALITYtweet 43 Measure your process because you cannot control what you cannot measure. 46 Dont just deploy processes; ingrain them in your culture. 47 140 Bite-Sized Ideas to Deliver Quality in Every Project Critical question: does your quality system REALLY help you build quality in your products? 48 Common-sense quality metric: how many hours does your team spend correcting errors? 49 #QUALITYtweet 45 Quality 101: the rate of your process innovation should always be greater than the rate of change in a clients quality expectations. 50 Process improvement cycle: dene > rene > train > implement > monitor > improve. 51 140 Bite-Sized Ideas to Deliver Quality in Every Project #QUALITYtweet 47 The rst step of your process improvement journey is to know what really needs improvement. 52 140 Bite-Sized Ideas to Deliver Quality in Every Project Critical question: when did you last assess how your customers, suppliers, and people perceive you? 53 Efective processes are not only about plan and control. It is also culture and behavior that helps build quality. 54 #QUALITYtweet 49 The most dif cult aspects of creating a process culture are: engagement, communication, collaboration, trust, teamwork, and motivation. 55 Never let your processes come in the way of solving your customers immediate problems. 56 140 Bite-Sized Ideas to Deliver Quality in Every Project Cure precedes prevention. You can think of prevention after you have learned how to cure the immediate problems of your customers. 57 #QUALITYtweet 51 Early wins in initial phase = great momentum for rest of your improvement journey. 58 The tools you use for automating your processes are like grease. They help a great deal in a smooth implementation. 59 140 Bite-Sized Ideas to Deliver Quality in Every Project 60 It is easier to spend time improving quality than justifying poor quality. Process improvement = simplication + clarity. 61 #QUALITYtweet 53 All improvement is incremental, never a single shot to perfection. 62 140 Bite-Sized Ideas to Deliver Quality in Every Project Improvement is more about lessons applied than lessons learned. 63 Organizations have a poor memory. Lessons learned are soon forgotten if they are not formulated into a process. 64 #QUALITYtweet 55 Garnish the recipe of your processes with ingredients like trust, collaboration, controls, measures, and incentives. 65 Formal inspections can be a huge waste of resources if you have not invested in getting it right the rst time. 66 140 Bite-Sized Ideas to Deliver Quality in Every Project EASY: to invent a work-around to the problem. DIFFICULT: to address the root cause of the problem. 67 #QUALITYtweet 57 Want to add complexity? Get obsessed with a solution without focusing on the real problem. 68 A complex solution to a simple problem adds more complex problems as a by-product of that solution. 69 140 Bite-Sized Ideas to Deliver Quality in Every Project Correction helps you SURVIVE in the short term. Prevention helps you SUSTAIN in the long term. 70 #QUALITYtweet 59 Critical question: if you want your people to go by the books, are your books updated with credible work instructions? 71 140 Bite-Sized Ideas to Deliver Quality in Every Project You reduce waste not by improving things, but by improving the right things. 72 In a seemingly messy conict lies an opportunity to improve something. 73 #QUALITYtweet 61 A well-dened problem is already half solved. 74 140 Bite-Sized Ideas to Deliver Quality in Every Project No process will deliver results if your expectations of the process are unreasonable. 75 The only problems you can SOLVE are the ones you can SPOT. 76 #QUALITYtweet 63 The three Es of a good process: ef cient, efective, and enjoyable. 77 78 The best practices are contextual they worked well for someone in a given context. Are you applying them in the right context? 140 Bite-Sized Ideas to Deliver Quality in Every Project 80 EASY: improving what exists. DIFFICULT: identifying what is missing. Critical improvement goal: reduce the time spent on re-work and inspections. 79 #QUALITYtweet 65 Chapter III Management, Leadership, & Quality No organizational or cultural improvement is possible without management commitment. Leaders play a pivotal role in aligning the organizational values, processes, and people to a common vision. Commitment to quality begins at the top and trickles down in an organization. This chapter addresses the soft aspect (but often a hard one) of what is required of management and leadership to drive excellence. 140 Bite-Sized Ideas to Deliver Quality in Every Project The core of a quality system is having condent managers who realize that caring management does not mean weak management. 81 #QUALITYtweet 67 Quality101: deliver better quality than you would expect as a customer. 82 Quality improvement is like a high-jump; after each success, the bar is raised further. 83 140 Bite-Sized Ideas to Deliver Quality in Every Project Mutual trust and commitment to improve form the soil in which the seeds of quality are sown. 85 When you use quality metrics against people, you are giving them a reason for NOT following your processes. 84 #QUALITYtweet 69 Quality is not something extra that you do. It is a MUST for long-term diferentiation. 86 140 Bite-Sized Ideas to Deliver Quality in Every Project The pursuit of quality is not about meeting their needs but about exceeding their expectations consistently. 87 #QUALITYtweet 71 Culture breeds quality. The key is to create a culture of collaboration and trust to foster innovation. 88 Most principles of quality management are nothing but the application of common sense. 89 140 Bite-Sized Ideas to Deliver Quality in Every Project Compliance to process becomes a huge burden when you acquire certication only to increase your sales. 90 Quality is not desirable and stated any more. It is essential and intended. 91 #QUALITYtweet 73 You can improve a lot in areas that have no tangible business impact. Thats a waste. Pick the right areas for improvement. 92 140 Bite-Sized Ideas to Deliver Quality in Every Project Planning and building quality in your product is even more crucial when your budgets or schedules are constrained. 94 Quality is never a short-term goal. It is a long-term diferentiator. 93 #QUALITYtweet 75 Critical question: does your process make it easy for your customers to do business with you? 95 140 Bite-Sized Ideas to Deliver Quality in Every Project Tracking productivity without tracking the quality of output is like tracking the speed of a train without validating its direction. 96 #QUALITYtweet 77 The quality of relationships, trust, and communication determines the quality of results! 97 Depending on luck for quality is ignorance. Quality needs planning. A lot of planning, actually. 98 140 Bite-Sized Ideas to Deliver Quality in Every Project Improve your managerial culture and you are already half way to improving your organizational culture. 100 Total quality equates to operational improvements which ultimately result in cultural improvements. 99 #QUALITYtweet 79 Middle management is the glue that joins long-term organizational goals with short-term improvement actions. 101 140 Bite-Sized Ideas to Deliver Quality in Every Project 102 Critical question: knowing that people will change only if they want to, how do you make sure that they want to change? #QUALITYtweet 81 A simple formula for knowing what needs improvement: observe, ask, and listen. 103 Motivating people for change requires leaders to know when to lead and when to manage. 104 140 Bite-Sized Ideas to Deliver Quality in Every Project Permission to change (from top management) precedes your desire and ability to change. 105 You have built a right culture when people show up and say, Here is what I can do, rather than asking, What can I do? 106 #QUALITYtweet 83 Quality culture improvement is an elephant which needs to be eaten one bite at a time. 107 140 Bite-Sized Ideas to Deliver Quality in Every Project Building quality up front is a much smarter strategy than verifying quality later. 108 If successful improvement initiatives are not building a customer-oriented organization, your bus is moving too fast in the wrong lane! 109 #QUALITYtweet 85 Your quality improvement initiative must improve (1) management behavior, (2) employee attitudes, and (3) innovation capacity. 110 140 Bite-Sized Ideas to Deliver Quality in Every Project The ultimate goal of any quality initiative is to relentlessly build a continuously improving culture in pursuit of customer satisfaction. 111 Remember, if you perceive that you dont need to improve, you wont improve. 112 #QUALITYtweet 87 If you take a 35,000-ft. view of your organization, you will ALWAYS nd something that needs improvement. 113 The day you start rating yourself excellent in all departments is the day you stop improving as an organization. 114 140 Bite-Sized Ideas to Deliver Quality in Every Project CAUTION: STEEP ROAD AHEAD... #QUALITYtweet 89 Caution: there is a steep road ahead for your business if you are delivering average quality at a high price. 115 140 Bite-Sized Ideas to Deliver Quality in Every Project Beauty is in eye of the beholder, and, yes, Quality is in the mind of the customer. 116 Your ability to change within an ever-changing marketplace is a critical driver of your quality improvement initiative. 117 #QUALITYtweet 91 Look for and keep excellent customers, for they will drive your process excellence. 118 You can settle for good enough OR you can strive for excellence. The choice is yours. 119 140 Bite-Sized Ideas to Deliver Quality in Every Project 120 Critical question: you have taken your customers feedback; have you REALLY acted upon it? #QUALITYtweet 93 The trust you build is directly proportional to the consistency of quality you deliver. 121 Did you know? Your customer can be your strongest partner in quality improvement initiative. 122 140 Bite-Sized Ideas to Deliver Quality in Every Project TRUST IS A CURRENCY #QUALITYtweet 95 Deal with your customers with a currency called TRUST. 123 140 Bite-Sized Ideas to Deliver Quality in Every Project If you want the best quality, you need to give the best attention. 124 A great sales pitch wont be able to save a mediocre product. 125 #QUALITYtweet 97 Trying to improve culture without changing habits is like walking on a treadmill it doesnt take you anywhere. 126 140 Bite-Sized Ideas to Deliver Quality in Every Project Small changes lead to the bigger changes. Your long-term goals must create a context for all of your short- term improvements. 127 #QUALITYtweet 99 Challenge #1: Focus on your leadership actions to set the right examples. Leaders model behaviors. 128 Quality enemy #1: micromanagement. 129 140 Bite-Sized Ideas to Deliver Quality in Every Project There are no short cuts in quality, just like there are none in life! 131 Your workers watch you more than they listen to you. Action sets precedence. 130 #QUALITYtweet 101 The only way to drive excellence is to attach rewards to customer-satisfaction data and not to process metrics. 132 140 Bite-Sized Ideas to Deliver Quality in Every Project Question: How do I get the best out of my people? Answer: Be a coach and a mentor rather than a boss and a superior. 133 QUALITY = HARD + SOFT. Hard = data, statistics, and information. Soft = human attitudes, beliefs, and motivations. 134 #QUALITYtweet 103 You can think of quality as an initiative or as a way of doing business. 135 140 Bite-Sized Ideas to Deliver Quality in Every Project REMARKABLE! #QUALITYtweet 105 To become BIG, you rst have to be REMARKABLE. 136 140 Bite-Sized Ideas to Deliver Quality in Every Project People work for a leader who works for their people. 137 #QUALITYtweet 107 Humility to accept that something is wrong is the rst step to improvement. 138 A lack of empowerment, education, and empathy can be your biggest roadblock to improvement. 139 140 Bite-Sized Ideas to Deliver Quality in Every Project For a quality improvement initiative, good news and bad news are ALWAYS better than no news. 140 109 #QUALITYtweet Tanmay Vora heads Quality Assurance & Testing at Gateway TechnoLabs, an ofshore software service company based in India. Tanmay has 12 years of diverse experience in software development methodologies, quality management, and process-improvement initiatives. He specializes in building independent testing teams from scratch. Tanmay has been actively associated with professional organizations like the Project Management Institute and Computer Society of India. He has served Computer Society of India as a member of the managing committee. He speaks and consults on Software Quality Assurance and blogs at http://www.qaspire.com/blog. You can follow him on Twitter at http://twitter.com/tnvora. He loves writing real-life short stories, reading, music, and is a passionate explorer of management and leadership subjects. He currently lives at Ahmedabad (India). About the Author 140 Bite-Sized Ideas to Deliver Quality in Every Project #QUALITYtweet 140 Bite-Sized Ideas to Deliver Quality in Every Project Superior quality is one of the many ways to diferentiate in a competitive marketplace. The essence of #QUALITYtweet is to ofer practical and relevant insights on a seemingly complex subject of quality. #QUALITYtweet ofers fresh perspectives on core of a quality systems, i.e., people, processes, and management culture. The purpose of any quality improvement initiatives is twofold: (1) to generate a quality culture within the organization, and (2) to ofer substantial value to customers by virtue of quality products and services. #QUALITYtweet addresses these core areas of any improvement initiative. Organizations can either treat quality as an initiative or as a way of doing business; their choice makes all the diference between success and failure in the long run.