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QICID: 18449
Title: Simple Quality for Smaller Organizations
Copyright: 2002, ASQ
Author: Townsend, Pat; Gebhardt, Joan
Organization: UICI Insurance Co., North Richland Hills, TX; Townsend & Gebhardt, Holden, MA
Subject: Leadership,Quality management (QM),Quality system,Upper management,Small business,Case study,Commitment,Employee involvement (EI),Insurance industry;
Series: Quality Progress, Vol. 35, No. 10, October 2002, pp. 76-80
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Abstract: Involving everyone in an organization in a sustainable quality process requires that management understand that the process is both simple and difficult. Paul Revere Insurance Group and UICI Insurance Company each began their quality efforts with the assumption that everyone on the payroll must be included in any attempt to improve things. What emerged is an approach to quality called the Complete Quality Process (CQP). While other approaches to quality share many of the components of CQP, they fall short of their potential because they either ignore one or more of the CQP components or put undue emphasis on one component. What makes CQP challenging is that all seven of the components need to be approached simultaneously. CQP is most successful if the organization has no bad memories of previous quality efforts. The responsibility of the leaders is to create and environment in which everyone will be comfortable bringing forward ideas and will be aware of the business reasons for quality. A sidebar article asks, Why bother with quality?
Number of pages: 5
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