Years ago one of the first really successful entrepreneurs of the Quality revolution was Philip Crosby of Quality is Free fame. His definition of quality is still classic in its simplicity. Crosby defined quality as on time, within agreed upon specifications and at agreed upon price. What could be simpler? What needs to be added? This is quality for any transaction including our contract with our employees.
On time- I will truthfully review all employees job performance at the agreed upon time frames. This is not a “have to” but a “want to”. Every employee survey taken “honest, timely feedback on my performance” is always in the top three of satisfaction with my boss.
Within agreed upon specifications- In our last review, we agreed upon certain goals that are tied to our departmental objectives which support the business goals, which support the company goals. How am I doing against those goals? How can the company be successful without goal accomplishment? Therefore, I cannot be successful. Tell me the truth!
Agreed upon price- I am paid a salary, wage, bonus, etc. that we agreed to when I started working. If this changes, is in jeopardy, or new guidelines are published, tell me. I want to control what I can control, but tell me what is non negotiable. If I have other choices of employment, with the truth about “price” I can control my own destiny. Again, tell me if the price is no longer valid!
Quality is free, but leaders have to conquer FEAR to feel free to tell the truth on my job performance. The earlier the better in my career.
