The Art of Quality — what I learned from Richard Linklater

#ArtofQuality

Linklater’s upcoming movie “Boyhood” caught my attention for his perseverance and commitment to storytelling and I have been following coverage in the media. Of the many articles on the director’s inspiration and his approach, I particularly liked the coverage in NY Times magazine (http://nyti.ms/1zudtSz) and Fast Company (http://bit.ly/TOMT5K). As a Quality evangelist, there are some important lessons that I learned from Linklater.

1. Importance of storytelling: On many occasions, the focus of quality is on the tactical aspects completing root cause analysis, reporting metrics, CAPA management and waiting for actions from stakeholders. While reporting and use of impressive charts in PowerPoint is not a bad idea its the storytelling that will make a difference. Rather than presenting a ton of data and charts, it will be valuable to frame metrics and data trends into stories. Stories that explain the “why” and “what if” and “where can I help” will improve the understanding of the risks/ impact and and engage teams to adapt quality as a habit.
2. Technology and tools are only enablers: As much tools are nice to have, but there are times when a significant percentage of time and effort goes into keeping the tools in order — customizing reports, setting up forms, ensuring integrations across tools is in order etc. Its important to use tools ONLY as enablers and not let tools drive the quality objectives and strategy. Have we ever heard of a case study where the best-of-breed tools led to improved quality indicators and enabled a culture of quality?
3. Importance of structure over the plot: In a typical week quality is discussed, analyzed and presented in the form plots and sub-plots. While some plots are focused on forward-looking improvements and proactive risk management, many others are about fire fighting and easing the tension. When quality is managed consistently through plots and sub-plots the overall design and structure of quality initiatives gets diluted. The overarching objectives (value proposition for customers, efficiency, continuous learning, customer experience etc.) are diluted. While plots and sub-plots will continue to show up every once in a while, its important to stay focused on the overall structure and mission so that the stories are real and outcomes meaningful.

Note: These are my views only and do not represent those of my organization or any practitioner group that I’m associated with.