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Total Recall: Seven things GM can teach us all about QC


General Motors is in the middle of a firestorm of recalls, legal woes and PR nightmares because of their lack of quality control. Target continues to take their lumps, too, over their massive data breach. It happens. Nobody is perfect and you learn quickly that the devil is in the details. It’s a worry for every business, Spyglass included. From simple typos to technology choices, functionality to unexpected market shifts — and even day-to-day client communication as simple as a quick email all need careful attention. So here are seven basic things to remind us all how to keep quality up to pace with production.

1. Define quality. What does it mean to your company and your customers? How can it help you achieve your business goals and compete better?
2. Develop a strategy. It starts with a chain of command, accountability and it needs to be very specific to your business and market.
3. Remind everyone. Remind your people regularly why it matters and who is doing the most to ensure quality.
4. Measure progress. Keep track of improvements and failures. Not to rub it in, just to remember what works and what doesn’t.
5. Involve leadership. They need to show by doing and be a part of the trail of accountability.
6. Reward success. Recognize contributions and improvements – even in
 small ways. A little motivation never hurts.
7. Own it. If the mistake is yours, own it as quickly as possible and have a plan to resolve the issue and make sure it doesn’t happen again.

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