The external world of objects remaining the same; the experiences provided by them are different in different individuals.
This principle is applicable while managing an organization as well. Before deciding on an efficient and effective design and implementation of a management system one has to understand step by step, experiences of different individuals or entities on the same the external world of focused objects.
Lets start with an individual looked upon differently by others.
and different experience of different individual at a given uniform controlled condition.
For example a father lives with his wife and two sons under the same roof. They eat the same food, cooked in the same kitchen, enjoy the same TV, sit, chat, sing and laugh under the in controlled cool environment of same air conditioner.
But while sitting together one Sunday afternoon after lunch, what is the experience of each of those individuals?
It cannot be very difficult to for any one of us to know that the ‘experience’ is certainly not the same in all the bosoms in that happy family!’
If the experiences are different while the objects remain the same, what is the cause for this variety?
Can we have a uniform experience?
The same object can give different experience to the same mind on different occasions,in different places or in a changed set-up. But the one common factor in all the experiences is that we must have our minds reacting with world-of-objects.
Let us understand this concept some more deep starting with experience with an individual.
Experience with an individual –
- Friend:What is your experience with your friend?
- Mother:What is your experience with your mother?
- Father:What is your experience with your father?
- Teacher:Father: What is your experience with your teacher?
- God&religion: God & religion?
- Son:What is your experience with your son?
- Daughter:What is your experience with your daughter?
- Political leader: What is your experience with your politics?
- Employer:What is your experience with your employer?
- Employee:What is your experience with your employee?
- Servant:What is your experience with your servant?
- Driver:What is your experience with your driver?
- Contracted employee (such as a plumber, electrician, and computer technician; on urgent demand):What is your experience with your technician on urgency?
Similarly, what is your experience with:
- A person who promised to lend you some money
- A person to whom you have to pay money
- Doctor
- Government employee from you need something to be done
- Police
- Enforcement officer
- Thief
- Celebrity
- Film star
- Woman
- Colleague
- Business relation ship
- Customer
- Social organizations
- Government
- Salesperson
- Bank manager; so on and so forth.
Give a thought to each situation and see for your self how your mind works differently on an individual or different individuals in spite of the fact that the object is the same called a normal human being same as you are.
In the same way, we find that the world-of-objects remain, function and play or act upon according to a Law over which we have absolutely no control. But the object must come in contact with our mind in order to produce reaction, which alone is the seed of our experience.
For example an unknown individual in police uniform can stop you any where in accordance with traffic Law. If we don’t realize the fact that the police man is also is a human being is subjected to such an action is based on a Law, our mind get agitated. Once we realize the reality our mind will not react to a policeman’s action.
So then,if we can control, train and culture our minds in such a way that they can only react positively with all sets of objects and under all sets of circumstances,then our reactions would all be positive. Happiness and peace is his who has thus trained his mind to react positively to the world outside.
How does this apply in a quality management system?
In an organizational set-up we cannot afford to have variety in experiences. In order to have objective driven organization, it has to have a quality framework like a Law with in which each of the people working shall understand the regulations and goal and perform with in the given frame work..
Quality management system recognizes these experiences and advocate for managing the organization through planned processes and systems instead of managing variety in individual experiences,financial strength, costly equipments, high tech methods or high quality raw-materials,or variety in customer perceptions or variety in stake holder’s perception.
Clause number 0.1 of ISO 9001:2008 states that
“The adoption of a quality management system should be a strategic decision of the organization. The design and implementation of an organization’s quality management system is influenced by varying needs, particular objectives, the product provided, the processes employed and the size and structure of the organization. It is not the intent of this international standard to imply uniformity in the structure of quality management system or uniformity of documentation”.
Such that to manage an organization efficiently and effectively by designing and implementing a quality framework with in which commitment, delegation of authority and responsibility with adequate infrastructure and information system is clearly documented. It considers all its strengths, weakness,opportunity and threats, statutory rules and regulations, organizational requirements, customer perspectives, so on and so forth, whilst designing and implementing a quality management system.
How does varied experiences work with production, product, organization? Buyers or stake holders can easily identify one major non conformity from the long list given as under.
That is why we should be clear in our mind that the external world of objects remaining the same; the experiences provided by them are different in different individuals.
Experience with production: Quality assurance
- Advanced design
- Engineering technology
- Superior product
- Close tolerance adherence
- Precise manufacturing
- Rigid process control
- Customer satisfaction
- Fitness for use
- Excellence in output
- Statistical process control
- Customer– supplier partnership
- Conformance to requirement
- On-time delivery
- No room for error
- Precisely measurable
- Meeting on commitments
- Consistently producing conforming product
- Delivery at the optimum price
- Zero defect as standard.
Experience with a product:
- Size
- Shape
- Finish
- Color
- Aroma
- Interchangeability
- Versatility
- Serviceability
- Operation capacity
- Maintainability
- Rugged built
- Performance
- Life
- Efficiency
- Reliability
Experience with an organization
- Financial perspectives
- Customer perspectives
- Stakeholders perspectives
- Operationalperspectives
- Learning and innovative perspectives
- Goodwill
- Surplus
- HR perspectives
- Competency perspectives
- Safety and security perspectives
- Information perspectives
- Information security perspectives
- Brand image perspectives
- Production/service
- Product:zero defect as standard
- Statutory and regulatory perspectives
- Organizational requirement perspectives
- Environment perspective
- Communication perspectives
- Marketing perspectives
- Social accountability perspectives
- Business continuity perspectives
- Customer satisfaction and complaint handling perspectives
- Technical support perspectives
- Preventive maintenance perspective
- After sales and customer relation management perspectives
- Waste control and Waste disposal perspectives
- Discipline perspectives – 8 D
- Logistics perspective
- Documents and record management
As a business organization on account of significance of such varied experiences which can influence the organizational performance, it needs to be assessed before designing and implementing a quality management system. More than 250 focal points are identified in ISO9001:2008 for the organization to work on.
