Recently I was auditing an energy management consultants to ISO 9001. The agreement with ESCO stipulates that any power interruption be restored within 24 hours. This SLA in itself is quite way down expectations of any consumer. However the company was working on a goal of meeting this requirement only 90 % of the times. When queried how and why 90 % was chosen instead of 100 %, the answer was that it is not possible to restore power within 24 hours always.
Now the point is, even if the goal is set at 100 % the chances are that it may or may not be achieved. But if the goal itself is set at 90 % it will be definitely not achieved. In fact actual data indicated that it is lower than 90 %.
Therefore the first step in good quality management is to set the goal properly. Such mind sets as "100% is not achievable" is a flawed concept. This kind of perception flows out of ingrained attitude of individuals. having a right attitude therefore is very important to quality - both at personal and organisational levels
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Now the point is, even if the goal is set at 100 % the chances are that it may or may not be achieved. But if the goal itself is set at 90 % it will be definitely not achieved. In fact actual data indicated that it is lower than 90 %.
Therefore the first step in good quality management is to set the goal properly. Such mind sets as "100% is not achievable" is a flawed concept. This kind of perception flows out of ingrained attitude of individuals. having a right attitude therefore is very important to quality - both at personal and organisational levels
Click for # 001
Click for # 018
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