The Quality Department

There are several definitions of Quality- "Conformance to requirements", "Fitness for use",....and so on. The Quality Gurus have already said it all. Who is responsible for it? Well the answers vary from person to person. Some will say whole organization, some will say the Top Management... But ultimately in reality the responsibility rests with a separate so called independent department which we popularly know as "Quality Assurance Department".

Now this QA department is supposed to be independent, unbiased, intelligent and empowered. But what I find is that this department is most of the time dependent on others to recognize their contribution in organization's profits and growth. The Head of this department is the one under most pressure even when he/she is not responsible for generating business or producing the products of the company. Still he (for sake of easy writing lets say he only) is the one who is always answerable for all the failures.

Companies invest huge amount in implementing proces models -CMMI, ISO, ITIL... as well as staff to define and implement processes. But then still they don't see the benefits which are promised in the introduction sessions by the consultants or in the books of these models. What do we achieve? At the end head of the head rolls and the same cycle begins with new person-in-charge or with a new model.

What is the problem? Problem is that the Q department doesn't work for goal of quality, instead it only works for the big boss (the CEO/MD). What does the Boss wants to see? What does the Boss wants to know? Boss wants this data, Boss wants that data... Always serving the wrong customer. Sometime the department behaves like Management's Stripper. Dancing to please them.

Do we need such department in a company? I don't think so. Its better to save this cost than having a department which works only to make the Boss happy.

This department will not be able to add any value in the organization, simply because it is bothered only about saving its own ass. When there is fear, there is no quality assurance. Only if the management is able to create an environment where there is mutual trust, sharing of goals and a guarantee of long term partnership with the organization, then this department will start contributing to organization's success.

Give the team some respect, give them the budget and for god sake give them some time to bring some changes. Cultural changes don't take place in 6 months or an year. They take long time.