Competency: Quality

Definition: Quality is a fundamental aspect of businesses providing services or making products. It is achieved through employees' dedication to high standards, guided by exemplary leaders. It stems from creative initiatives and meticulous implementation of procedures and protocols. Prompt issue resolution is crucial to maintaining quality.

Questionnaires Measuring Quality:
Survey 1 (4-point scale; Competency Comments)
Survey 2 (4-point scale; Competency Comments)
Survey 3 (5-point scale; Competency Comments)
Survey 4 (5-point scale; radio buttons)
Survey 5 (4-point scale; words)
Survey 6 (4-point scale; words)
Survey 7 (5-point scale; competency comments; N/A)
Survey 8 (3-point scale; Agree/Disagree words; N/A)
Survey 9 (3-point scale; Strength/Development; N/A)
Survey 10 (Comment boxes only)
Survey 11 (Single rating per competency)
Survey 12 (Slide-bar scale)

What is a focus on Quality?

Excellence, a fundamental element of business services and products, is achieved through the dedication of employees who uphold high standards, guided by leaders who exemplify and are devoted to excellence. Achieving excellence stems from innovative initiatives and precise execution of procedures and protocols. Promptly addressing issues helps avert quality problems.

Why is a focus on Quality important?

Quality is important for business in that high-quality products and services meet or exceed customer expectations, leading to satisfaction and repeat customers. Consistently delivering quality helps build a strong reputation which attracts new customers. Investing in quality up-front can reduce costs in the long run. Producing products or services that meet industry standards or regulations requires and emphasis on quality.

What are key aspects of Quality?

Striving or achieving high standards
Modeling excellent quality skills and behaviors
A commitment to achieving high standards
Creating initiatives, solutions, documents, checklists, procedure manuals and guidelines
Establishing and following policies and procedures
Being responsive to issues

What questions could be included on a 360-degree survey that measure conflict management?

The questionnaire items below will measure a focus on quality. These questions are grouped into different facets of quality management skills. When creating a 360-degree or other performance assessment, try to select one or two items from each group.

360-Feedback questions that measure Quality

High Standards

Makes sure cleanliness standards are met to reduce the possibility of contamination.
Ensures the hiring of employees that have a quality focus.
Ensures high consistency across batches or production runs.
Ensures the hiring of employees who are dedicated to delivering exceptional quality in every aspect of their work.
Creates a culture of quality standards in the workplace.
Promotes acceptance of high quality standards.
Does not accept inferior quality products.
Strives to produce the highest quality work products.
Does not accept inferior quality performance.

Role Model

Promotes quality improvement practices in the department.
Recognizes their role in promoting quality and safety in the workplace.
Positively influences others to strive to attain high quality standards.
Promotes an environment that fosters quality and safety.
Adopts and implements best practices when it comes to quality procedures.
Is a role model for quality practices and standards.

Committed

Always strives to produce the highest quality work products.
Demonstrates a strong commitment to achieving quality goals.
Committed to the improvement of the quality of services and products.
Requires superior quality products.
Requires superior quality performance.

Creative

Develops measures of the success of quality initiatives.
Is innovative and creative in response to issues involving quality of the products.
Develops processes to enhance quality standards.
Able to create quality initiatives to be implemented organization-wide.
Designs effective quality control systems.
Creates quality improvement programs and processes.
Develops specific quality standards/goals to be met within a specified timeframe.
Develops and maintains quality control checklists for the manufacturing department.
Develops a quality manual to assist in troubleshooting issues and documenting the quality management system.

Meticulous

Verifies the operators have the necessary equipment and supplies to ensure high quality.
Systematically and thoroughly inspects products for consistency in meeting specifications.
Regularly measures product specifications to ensure uniformity and quality control.
Views quality issues as a system failure rather than an individual failure.
Verifies the correct materials were used in the installation.

Policies/Procedures

Creates effective policies regarding quality of services and products.
Establishes timeframes for achieving suitable quality levels.
Successfully implements quality controls within the department.
Understands and uses established quality procedures/controls.
Maintains detailed instructions to ensure consistency and quality in the production line.

Preventative

Identifies appropriate sources of quality standards.
Identifies strategies and their associated risks to improve quality.
Able to anticipate quality issues and take preventative actions.
Follows preventive measures.

Responsive

Investigates critical incidents that impact quality.
Quickly addresses changes in quality of the products.
Sets benchmarks for quality improvements.
Adopts, integrates, and disseminates quality guidelines and standards.
Implements appropriate training to maintain high quality standards.
Addresses barriers to successfully implementing quality standards.
Quickly identifies critical issues impacting quality.

Leadership

Holds employees accountable for their quality of work.
Encourages employees to produce the best quality products.
Encourages others to achieve high quality standards.
Engages and leads staff in implementation of new quality procedures.
Encourages others to produce the highest quality work products.
Leads the department in quality improvement initiatives.
Influences others to achieve high quality standards.

Competent

Implements quality control feedback loops to enhance services and products.
Adjusts processes or procedures to improve quality results.
Implements standardized and data driven quality processes/procedures.
Evaluates and improves the quality of services and products.

Analytical

Reflects on what is working and what could be improved.
Able to identify quality issues critical to the organization.
Assesses strengths and weaknesses of various quality initiatives.
Competently and accurately analyzes quality measures.
Analyzes quality improvement plans and initiatives.
Analyze what occurred and re-adjusts accordingly when goals are not met.

Facilitates

Effectively works with Quality Control (QC) engineers.
Assists quality control inspectors.
Effectively coordinates with other departments to improve quality.
Provides advice and guidance to team members on improving quality controls.

Timely

Corrects issues in a timely manner.
Consistently provides timely, accurate, and reliable information on quality measures.
Provides regular and timely feedback on quality levels.
Pursues preventive measures and correction of QC issues in a timely manner.

Communication

Communicates quality standards that are easily by employees.
Presents quality information and data in an easy to understand format.
Communicates with team members regarding best quality practices.
Communicates quality standards clearly.

Flexible

Proposes a variety of solutions to address quality needs.
Is flexible in addressing issues related to quality.