Supercharged Quality: Transform Passive Quality into Passionate Quality

By Mohan Karambelkar and Ralph Watson

As customers or consumers, we expect quality products and quality services, getting value for our money. For producers or service providers, it is a challenge to satisfy customers and also take care of other stakeholders. In the last few decades we have seen several quality models and frameworks. Organizations see another challenge in implementing those frameworks effectively. Three basic parameters of quality are products (technology), processes and people. With availability of products and processes, the challenge is to align people for quality programme. This book provides the tools to meet different challenges.

Neuro Linguistic Programming (NLP) uses mechanics of mind to achieve the excellence. It is an add-on to the previous approaches using processes and statistics. This book gives superchargers - persuasion for quality by tapping motivational needs, use of right beliefs and behaviors to support continual improvements, holistic and integrated structure for quality management system and several NLP tools for projects, services and for product manufacturing.

Using simple language and not requiring any prerequisite in NLP, this book is a practical guide of how we can use NLP for quality programme, which may be a new initiative or revival of existing quality programme.

• Language: English
• Publisher: Partridge Publishing India
• Release date: Jan 13, 2014
• ISBN: 9781482816433

Book preview

Copyright © 2014 by Mohan Karambelkar.

All rights reserved. No part of this book may be used or reproduced by any means, graphic, electronic, or mechanical, including photocopying, recording, taping or by any information storage retrieval system without the written permission of the author and publisher except in the case of brief quotations embodied in critical articles and reviews.

Because of the dynamic nature of the Internet, any web addresses or links contained in this book may have changed since publication and may no longer be valid. The views expressed in this work are solely those of the author and do not necessarily reflect the views of the publisher, and the publisher hereby disclaims any responsibility for them.

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Contents

i Foreword

ii Preface

iii Superchargers

iv Acknowledgement

v About the Author

SECTION 1:

Drive for Quality

1 Motivation for Quality

2 Quality Gurus

SECTION 2:

Set-up for Quality

3 Quality Models and Frameworks

4 Continual Improvement

5 Quality Management System

SECTION 3:

Communication for Quality

6 Quality Language

SECTION 4:

Business and Quality

7 Project Management

8 Service Management

9 Manufacturing Management

SECTION 5:

Maintaining quality

10 Process Management

11 Change Management

APPENDICES

Appendix A NLP Communication Model

Appendix B NLP Presuppositions

Appendix C Meta Programmes

Appendix D Managing and Leading Quality

Appendix E Risk Management

Appendix F ISO 9001 QMS

Appendix G Good Manufacturing Practice

Appendix H TRIZ

Appendix I QC Tools

Bibliography

To my father Late Dr Dattatreya Karambelkar,

who provided quality medical service in remote villages in

India with optimum use of limited resources

i

Foreword

By Ralph Watson

It is a sad truth that so many individuals and organisations pay lip service to this word ‘quality’ and do little to walk their talk. Much of the time, this is not due to any deliberate omission but rather to a lack of understanding and awareness. Supercharged Quality offers a fine and entertaining solution to that situation.

In creating this book, Mohan Karambelkar has walked his own talk on quality and has demonstrated his expertise and passion for the subject. He also brings to bear his skills and knowledge across a range of excellent tools, including Neuro-Linguistic Programming (NLP), which is highly appropriate in this application since it is about the study of excellence and that is what Supercharged Quality is about—quality excellence and how to achieve it. This excellent volume is well-written, balanced, informative, and easy to read. It offers instruction, tips, ideas, and models in equal measure alongside humour.

It has been a great pleasure and an eye-opener for me to read this book as my thirty-five years in business have taught me much about quality—including the good, the bad, and the ugly. I have learned mush in those years, and I’m delighted to say I have learned much from Mohan’s fine work. If I have one regret, it is that the business world has had to wait until now to read it. If it were in my gift, I would make this book a compulsory reading. As it is, I am tempted to believe that Mohan Karambelkar is actually the secret identity of a new super hero on the mean streets of Business City. His name is Captain Quality.

Ralph Watson

International NLP Master Trainer

ii

Preface

Let me start with a story. Once upon a time, a king decided to give a holy bath to the statue of God. The holy bath was given with milk. He ordered the people to contribute one litre of milk from each household, and the milk was to be deposited in the tank near the temple. One person thought that as other people are contributing the milk, it does not matter if he alone contributes water instead of milk. When the tank was opened, it was full of water as everybody thought the same thing—that somebody would contribute the milk. Quality often gets a similar fate. Organisations emphasise on quality being everyone’s responsibility; however, in practice, it is seen as the responsibility of someone else. A marketing and sales person thinks that any lacuna in requirement will be taken care of by the design department. The design department person thinks that the production department will take care of any design error. The production person thinks that the testing team will sort the product and will not allow defective product to the customer. The testing team will think the service team is capable of handling issues in the field and so the product need not be tested thoroughly. Finally, the customer gets a poor quality product, and the organisation may lose the customer forever.

In the above case, quality management programme becomes a finger-pointing exercise. In reality, it should be effective so that everyone knows their responsibility and serves their customers (internal and external) well. This book looks at motivation for quality and how we can keep the motivation high for the quality programme.

Quality is often seen as a journey towards excellence. Quality professionals adopt statistical techniques and other methods and tools to achieve excellence (for example, Six Sigma is leading to perfection just a single error in million transactions/products).

Another school of thought is how successful people behave and how we can decode it so that their excellence can be reproduced. This is related Neuro-Linguistic Programming (NLP).

Since the highest intention for both is excellence, this book explores the commonality and works on how NLP can be used for quality management programme.

Most of the NLP concepts are taught as help for individuals. This book explores to apply them to an organisation. As per Company Law, company is a separate legal entity. We can treat as entity for NLP concepts also.

Most of the NLP concepts in this book are simple and will not need training in NLP. However, exercises of a therapeutic nature are to be conducted by a certified NLP practitioner only.

NLP is like an open-source software. There are many concepts and techniques applicable to management, education, life coaching, counselling, and many more. This book explores with reference to Quality Management. Each chapter introduces applicable concepts and explains in simple language such that even people without NLP knowledge can grasp the NLP concept.

If you are more curious about NLP, then the best thing is to attend NLP course. The NLP training levels are NLP Practitioner, NLP Master Practitioner, NLP Train the Trainer, and Master Trainer of NLP. I referred to almost all the levels while writing this book and did not put any restriction. As NLP Master Trainer, Dr David Lincoln says, ‘If you start with practitioner level, you will develop interest in NLP, and you will go on doing higher levels to become NLP trainer’.

A focused mind is a powerful resource for the quality management programme. We can achieve a resourceful state (of mind) through Neuro-Linguistic Programming (NLP) and supercharge the quality management programme.

iii

Superchargers

As the name indicates, this book is uncommon compared to the typical books on quality. Most of the books focus on a role of statistics in quality control or standards and audit against those standards or Total Quality Management (TQM) with change in culture. This book believes that if an unconscious mind plays an important role in an individual’s success, it can play an equally important role in the organisational success. Neuro-Linguistic Programming deals with the power of the unconscious mind. This book explores various NLP concepts.

As shown in figure iii.i, business excellence can have three areas: product, process, and people. Product quality is linked with quality of design, quality plan, and quality control. Process quality is linked to quality of conformance, statistical process control, and quality assurance. People quality is considered as the domain of human resources management.

Image1050.PNG

Figure iii.i Three Domains for quality

This book sees people from the NLP perspective and proposes quality management programme that interweaves quality concepts with NLP concepts. The structure of the book is shown in figure iii.ii.

Image1057.PNG

Figure iii.ii Structure of the book

‘Driver’ box shows the driving forces—motivation for quality and inspiration for quality. The first chapter explores the understanding of motivation for quality. The supercharger is a clear motivational strategy for quality management programme. The second chapter looks at the philosophy of Quality Gurus. The superchargers are an inspiration from Gurus and NLP presupposition.

‘Set-up’ box is about setting up the quality management programme. The third chapter puts together various quality models and frameworks. Supercharger is a selection of right processes or/and right model for quality management programme. The fourth chapter suggests adopting a continual improvement approach. The supercharger for continual improvement is utilisation of beliefs and behaviour. The fifth chapter describes how to build quality management system (QMS). Superchargers for QMS are neurological levels and a balanced approach.

‘Communication’ box is about the communication required. The sixth chapter gives quality language that organisations need to adopt. The learning and development team plays an important role in training people on QMS, continual improvement, and quality language. Trainings and coaching are covered in this chapter.

‘Business’ box indicates the major components of businesses. Businesses like constructions and infrastructure development focus primarily on project and project management. Businesses like transportation and hospitality have primary focus on services and service management. The third important component is manufacturing of products; quality aspects in manufacturing have been covered by various books on quality. Hence, this book will cover quality aspects in short. A business will have these three components at variable degree.

The seventh chapter covers project management. Superchargers for project management are NLP techniques like goal setting and visualisation. Eighth chapter discusses service management. Superchargers for service management are techniques for rapport building and strategies. The ninth chapter is about manufacturing management and supercharger is visualisation.

‘Maintenance’ box indicates the ongoing activities of quality management system. Chapter 10 addresses process management. Supercharger for process management is competency stages. Chapter 11 provides change management. Superchargers for change management are techniques to change beliefs. Though these processes are under maintenance, process management and change management begin as we start the set-up of QMS.

Business success propels the motivation further. It is a spiral of success. NLP tools are superchargers. When superchargers trigger, passive quality programme transforms into passionate quality programme.

If we consider NLP tools as objects of kaleidoscope, this book shows one pattern with reference to my model of the world (or quality management). If you turn around a bit, you can see another pattern and use NLP in your personal and professional lives in different ways.

iv

Acknowledgement

Being a Quality Assurance professional, I focused on implementing Quality standards and Quality frameworks in various organisations. For leadership and communication skills, I joined Toastmasters in 2005 in Singapore and later started clubs in Pune (India). At Toastmasters Club, Mr Ganesh Srinivasan introduced me to NLP, and my association started with NLP & HUNA group, Pune. I would like to thank Mr Ganesh Srinivasan.

I studied NLP courses at ANLP Goa. I am fully indebted to trainers Dr David Lincoln, Mr Ralph Watson, Sushil Mehrotra, and Umesh Soman.

I appreciate Dr David Lincoln for having given in-depth knowledge on NLP in a lucid manner and Mr Ralph Watson for having given business perspective of NLP and also coaching aspects. Their training and guidance encouraged me to bring out this book.

I would like to thank