Category Archives: Quality Improvement

Understanding Customer Focus

Posted on April 7, 2010 by Shaun

You’ve got to see the BIG picture In some of my recent posts I have suggested that some people who work in the quality field might not have the most holistic or balanced view in the world. I get the … Continue reading →

Posted in Customer Relationships, Quality Improvement | Tagged , , , , , | 3 Comments

The application of ISO 9001 to service organisations

Posted on April 7, 2010 by Shaun

ISO 9001 is a generic, one size fits all standard. Designed to be equally applicable to a service organisation as to a manufacturing organisation. That’s the claim anyway, but it’s not quite right. Whilst it may be applicable to service … Continue reading →

Posted in ISO 9000, Quality Improvement | Tagged , , , | Leave a comment

Initiative fatigue – is it unique to the public sector?

Posted on March 16, 2010 by Shaun

I worked in the public sector for a number of years in the 1980s and 1990s and, consequently, I know only too well what “initiative fatigue” is. It refers to the continual application of faddy-feeling campaigns that staff often feel … Continue reading →

Posted in Quality Improvement | Tagged , , , , | 2 Comments

Why doesn’t the “Quality Community” get it?

Posted on February 21, 2010 by Shaun

When are quality professionals going to wake up and smell the coffee? Quality is there to support the business – not the other way around! Continue reading →

Posted in Quality Improvement | Tagged , , | 7 Comments

Quality risk

Posted on January 21, 2010 by Shaun

Does the principle of quality management have anything at all to do with the management of risk? Continue reading →

Posted in Quality Improvement, Risk & Assurance | Tagged , , , , , , | 6 Comments