DFTikum
The 10 basic laws of quality
The model contains the 10 most important axioms concerning quality. In this context quality is not an absolute concept but always a relative one, and it takes client needs into account.
The concept in brief
Quality is the reference point of the operating system; everything is measured against it.
The model at once gives direction (a strategy for thinking about quality), organises our knowledge of quality into a system and provides a method for defining quality.
The specific content of quality is defined in agreement with the clients, because we always keep client satisfaction in mind.
The points of the model apply both to the organisation and to work.
It is worth translating the axioms into action in the order in which they are listed.
In detail
1. Quality is what I make an offer for
In every work process the aim is to take on the role of the better supplier; the supplier knows better than the Client what the Client needs.
2. The unit of measurement of quality is Client satisfaction
The client does not merely accept the result but is also satisfied with it, i.e. the result received matches the totality of their expectations.
3. The work strategy of quality is positive deviation
It is not enough to reach the performance level; it must be exceeded in every work process, so the goal is positive deviation. The tolerance of the quality level is zero defects.
4. The work system of quality is proactivity
A system based on action, in which I think before I act, and so become able to take on the role of the better supplier, which shows itself in initiative: I make offers and proposals.
5. The work methods of quality are conscious techniques of thinking and action
The defining work method of quality is agreement-making, a culture that must be established in every organisation.
6. The operating strategy of quality is transparency
The goal is to create visibility and comprehensibility, and thereby transparency.
7. The operating system of quality is process management
Quality should be measured not only in the output but also in the process leading to the output.
8. The operating method of quality is standardisation
Making rules in which we aim to create open rather than fixed performance levels, so as to allow room for positive deviation and continuous improvement.
9. Measuring quality
This includes measuring positive deviation, measuring conformity and measuring negative deviation.
10. The control system of quality is the system of prevention points in the organisation and, secondarily, the system of checkpoints in the organisation
A prevention point is when, before acting, I keep the course of action under my control along fixed points of thought. Checkpoints are when, through points of thought after the action, I check the course of action retrospectively. The aim is for 70% of the points in the organisation to be prevention points and 30% checkpoints.