Team members are resisting change in quality control measures. How can you ensure standards are upheld?

Em virtude da complexidade desse processo é importante assegurar que a alta administração esteja realmente engajada no processo, para garantir que as normas de qualidade sejam respeitadas, definitivamente é importante seguir algumas práticas e procedimentos. 1. Definição clara das normas 2. Treinamento e conscientização 3. Monitoramento e auditoria 4. Documentação adequada 5. Melhoria contínua 6. Responsabilidade e prestação de contas 7. Comunicação eficaz Lembrando que a conformidade com as normas de qualidade é um esforço contínuo e envolve todos os níveis da organização. É importante manter o compromisso para garantir produtos e serviços confiáveis e satisfatórios para os clientes.

A culture of accountability and an attitude of “all in” is critical when implementing change and countering resistance. Always include early adapters as part of the team. They will influence others and help to get others on board.

1. Effective Communication 2. Involvement and Participation 3. Training and Education 4. Leadership and Support 5. Addressing Concerns and Misconceptions 6. Demonstrating Benefits 7. Gradual Implementation 8. Recognition and Incentives 9. Creating a Culture of Quality 10. Continuous Improvement and Adaptation

Go Gemba during trainings and simulate situations, to demonstrate in practice how to proceed in case something goes wrong. Focus on “what can go wrong here”, instead of just providing the right and standard new way of controlling. Normally, tightening quality controls brings risks or increase or rework or waste. Be clear on how to deal with that, not only taking actions to prevent, but also on how to manage the Non-conforming product.

Providing training to employees can help them because : 1. Training allows employees to clearly understand the new quality control standards that have been implemented. They gain a thorough knowledge of the requirements, procedures, and expectations around quality. 2. Training programs can teach employees the specific skills, techniques, and best practices needed to meet the new quality control standards. This could include training on using quality control tools, following inspection protocols, documenting issues, etc.3. With everyone receiving the same training, it helps ensure a consistent application of the quality control standards across the organization. This reduces variability and improves the overall quality output.

Addressing concerns transparently and empathetically helps to alleviate resistance to change. I make it a priority to listen to my team’s feedback, understand their apprehensions, and provide clear explanations and solutions. This open communication builds trust and demonstrates that their perspectives are valued and taken into consideration.

Addressing the concern is a must, but you also need to guarantee that you clearly evidence that the concerns were addressed. If possible, demonstrate to the colleague who raised the concern that that taken seriously and it was properly addressed. A direct question on one-to-one can be asked quite effective: “are you ok now? Do you feel this is now addressed in a good way?”. Ask if there is still any concern from his side. Never demonstrate that you took it personally. Actually you must thank him or her for the great opportunity you had to improve the process of adapting.

Make sure you're working on the right systems. Normally 20% of the systems are producing 80% of the problems. Work only on something in the critical 20%. Having said that, to build confidence and teamwork, you also want to make sure your teams experience early success in their systems improvement. Have the team or sub-team pick a small but meaningful project that has high visibility to other staff to address first. This project should take no more that 30-45 days to complete. Something such as simple as cleaning up and optimizing a dirty, neglected break-room will have people talking about how well the program is working and the team feeling good. Make sure the pristine break-room is systematized so it stays than way.

Monitoring progress is key to ensuring that new quality control measures are being followed consistently. By setting up regular check-ins, audits, and performance reviews, I can track adherence to the standards, identify any gaps, and provide timely feedback and support to maintain high-quality outcomes.

When new controls are in place, it is expected that this will result in decrease of process efficiency. It is very important to demonstrate that this is coming to improve quality and it was totally expected. Do not give any space to fall back. One fall-back and it will be extremely challenging to put them in place again. Your scrap rates were increased by 20%? Great! We could avoid non-conforming to reach customers! Now…what do we need to do to reduce this waste? Do never turn your back and think change is implemented just after first days after the new controls are in place.

Momentum and sustainability are created out of practice, practice, practice. Systems improvement is really more of a management/leadership model than a program to be implemented. As you work with the teams, train them to be good managers and leaders, regardless of role or title. Mentor them. And most importantly, love them unconditionally as they go through their own growth process, which can be uncomfortable.

Sustaining momentum requires ongoing motivation and reinforcement. I celebrate small wins, recognize team efforts, and continuously highlight the benefits of the new measures. This positive reinforcement keeps the team engaged and committed to maintaining the high standards over the long term.

Humans by nature do not easily subscribe to change, so as much as you want to put all the technologies in place to ensure standard is maintained, there is need to consult widely and seek the opinion and contribution of the emoloyees in implementing the change process. Have among the staff change agents/champions, you can also introduce a reward system to drive efforts towards the desired result which is the desired change.

Make them more responsible and empower them by making them accountable for the tasks assigned and work to generate best ideas to implement by themselves by inventions. So that feels not to change.