(The First in the Series-IV of ‘The 7 Mavens of SOPs’)
By Dinesh P. Bhrushundi @ dbknowledgey©
Profound Gratitudes, yet again from ᵭᵱᵬ’the मितवा’ for Great Response to Series-I, II & III, and a warm welcome to Series-IV of ‘The 7 Mavens of SOPs’. As you know by now, ‘ᵭᵱᵬ’ is my initial and ‘मितवा’ (Mi-Ta-Wa), a Marathi acronym for Friend (मित्र-Mi ), Philosopher (तत्वज्ञ-Ta) and Guide (वाटाड्या- Wa), my humble role to ‘Sit Back and Give Back’, after 4 decades of career.
Series Title: ‘7 Mavens of SOPs’ is expression for instilling some of my learning as “seven propositions in sets of seven SOPs (norms)”, befitting the human mental capacity and attention span. I struggled through to initial days to understand and remember the fundamentals of Quality. The write up below is based on my discovery of seven features or Strands of Quality from a Practical standpoint and hence the title,’7 Strands Of PractiQuality’ depicted alongside.
1.FORM represents the specification, norms, characteristics, properties, and applicable standards etc. desired in product/service, to address customer requirements. Quality is a collective conformance to all such requirements.
2.FIT: One of Quality Gurus, Joseph M. Juran, defined ‘Quality as Fitness for Use’ which means effectiveness of the proposition for its user. Proposition can be systems, processes, design. aggregates etc. deployed for developing and delivering goods or services. And the user can be internal, intermediate, or intended.
3.FUNCTION is the ability of a product (or service) to deliver its designed level of performance by carrying out the defined role to produce required output. It is an explicit & essential expectation of a customer.
The set of three ‘F’s above points to the ‘Must-Be-Quality’ in line with viewpoint of modern quality thinkers. The next set is somewhat like the aspect of the ‘Attractive Quality’ as per them. One can nearly corelate this thought to the basic needs and the esteem needs in Maslow Hierarchy.
4.FINISH denotes aesthetic and external appearance of product. It is the ability to attract the attention and induce the visual appeal in user’s mind. Color scheme, smoothness, sleekness is some of the examples of feature which can influence the user.
5.FEEL originates from the “smell, touch & sense” of product (or service). It mostly encompasses ease & comfort (ergonomics) aspects perceived during the selection and experienced during the use of product (or service). It is also called perceptual quality.
6.FIELD is the characteristics associated with durability of a product (or service). It is the capability for continued optimum performance of product (or service) in actual operating environment during its designated life cycle.
The above features are rather tangible as compared to the next one which has more to do with Quality of Approach or the Mindset. It is but obvious the understanding and utilization of the above concepts will be futile without the following 7th ‘F’ which is a focal feature in the figure too.
7.FTR or First Time Right drives Quality-Consciousness for doing things right, right the first time, every time. It echoes with the pursuit ‘Zero Defect-Zero Effect’. It goes to maximize value for money of customers and minimize the undesirable effects on for the community, respectively.
I completely agree with the immediate reflex of the readers that this is a BASIC minimum. However, whenever baffled, the principle of ‘Back2Basic’ has immensely benefitted me. Further, as I progressed, I made yet another discovery: As Limit dq->(approaches) Infinity (to occupy each aspect of Business); QF=BE (Quality Function becomes Business Excellence) or Limit dq->Infinity, QF=BE.
Thanks to these ‘7 Strands of PractiQuality as they manifested to make most of my endeavors meaningful. Irrespective of Industry I was engaged with or Product (Service) I was dealing with. I hope these BASICS burgeon beautifully for you as well, in breaking barriers and building bridges and taking you beyond boundaries.
Bestest!
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