Essence of World Class…

Why has the quality of most products improved so greatly over the past twenty years?  Certainly off-shore competition combined with a global economy has forced companies to rethink quality and customer service. Many companies have faded away because they did not have the foresight to see that perfect quality and service would become a minimum expectation of their customer.  Companies not able to “walk the talk” by hiring more inspectors thinking they can inspect quality into the product will also fade away. 

Manufacturing is a competitive business, but it’s not a sport where the winner gets a trophy or a gold medal.  So what is World Class and how is it measured?  People have diluted the essence of world class.  Buzz words such as Lean, 5S, Six Sigma, or continuous improvement initiatives are important but just the very beginning of the concept of World Class Manufacturing. The whole concept started out when Toyota was doing exceptionally well in the 1970s and 80s when everyone else was struggling.  So now it’s the concept that has endured the test of time. 

To me, rather than defining it one way or another, the most important thing is a visionary leadership that has unrelenting and constant focus on seven key attributes…

1. Absolute focus on satisfying the customer in three specific areas:

• increasing responsiveness
• reliability in everything
• quality in everything 

2. Understanding employees are the most important asset.

3. Constant innovation in products and services.  Being the first in the market and providing total solutions for the customer.

4. Attaining seamless synchronization throughout the value chain from the point of contact with the customer. 

5. Providing a culture of continuous improvement:

• doing more with less
• eliminating waste
• reducing lead time

6. Strategic agility to turn on a dime.  Commitment of management to stay relevant to customer needs.

7. Financial performance:  Top line must grow at two to three time the industry average and the bottom must be growing at four to six times the industry average.

Glenn Kennedy, Applied Manufacturing Solutions