Dr. W. Edwards Deming was not only a founding father of IT Service Management, but has also offered some interesting thoughts on ensuring high quality service for the customer.
To wit, we present Dr. Deming’s seven threats to quality:
- Lack of constancy of purpose: You must remain focused on doing the right things because they are the right things to do for your customer and to achieve quality. ITSM is not a fad it is a way of behaving.
- Emphasis on short-term profits: Cutting costs can bring short-term profits and are easy to achieve. But cutting costs can only go on for so long, before you have cut to the bone and have nothing left to cut.
- Evaluation by performance, merit rating, or annual review of performance: Management by objectives ends up focusing on the objectives and not on the management. It is about “hitting the numbers” and not improvement.
- Mobility of management: When management changes jobs constantly there is no continuity or constancy of purpose. Each time a new leader comes in, the efforts of quality go back to square one.
- Running a company on visible figures alone: Everything that can be counted does not count, everything that counts cannot be counted””look for hidden information
- Excessive medical costs: Ensuring that workers are healthy to help deliver quality helps control costs.
- Excessive costs of liability: Lawyers are part of the problem not part of the solution according to Deming
Do you agree with this list? Or do you think one or more should be removed — or added? Comment and let us know!