Words to Work By

8/12/2019 Words to Work By

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WHEN YOUR JOBis tomake the world work better,

its not without its challenges. A

little inspiration can go a long

way toward solving problems

effectively, motivating a team

and fostering personal and pro-

fessional growth.

Inspiration is very personal.

For many quality professionals,

quality quotes are more than

just words. They embody the

essence of their motivation. In

recognition of World Quality

Month, QP asked readers to tell

us the words of wisdom thatresonate with them and why.

Here youll find quality quotes

that are old and new; spoken

by recognized gurus or created

by readers from all corners of

the world. Each sayings moti-

vational force and their power

to shape the way we think and

work is evident in each accom-

panying personal story.For some, quality quotes

are profound reminders to do

their best at work and at home.

Others said their favorite quote

reflects what they believe to be

qualitys overarching purpose.

Others find quotes to be a useful

tool for teaching quality prin-

ciples to colleagues.Only a sampling of submis-

sions is highlighted in print.

Go to this articles webpage on

www.qualityprogress.com to

find the entire QP collection.

We hope youll be inspired to

add your voice and visit www.

QPQuote.com to customize a

poster to print or share.

Compiled by Megan Schmidt,

contributing editor

Readers share their favoritequality quotesand reflect on

the wisdom of the words

Fun with Quotes:Visit www.QPQuote.comto create a custom posterfeaturing your favorite qual-ity quote to print and display,share on social media oremail to colleagues.

WordstoWorkBy

QP www.qualityprogress.com18


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QP www.qualityprogress.com November 2013 QP 19

This quote is significant to me because it is my guiding

principle and personal mantra to fail forward and learn from

my experiences. As a 20-year quality practitioner, I have

learned to truly embrace failed initiatives as windows to

improved efficiencies and to learn from missteps to experi-

ence true and sustained success. Success is not sustained

by accidental happenstance, but rather, as

Foster states, by sincere effort, dedication,

and sticking with the plan.

Ronald Bazil, director of audit and compliance,

Childrens Services Council of Palm Beach

County, Boynton Beach, FL

Employees must maintain high standards to produce quality prod-

ucts and keep customers happy. Happy customers ensure repeat

business and job stability. Involvement is the act of engaging a

participant. It implies some professional, personal or emotional

attachment. Involving employees in the operations of the orga-

nization and allowing them to contribute more than their muscle

is very important. A level of trust and honesty must be evident

so that employees work to help satisfy the customer. Success

depends on trust among employees, middle man-

agement and senior management. There should be

trust that everyone is doing his or her job accord-

ing to what is written.

Ing. Luigi Sille, quality manager,

Red Cross Blood Bank Foundation, Curacao

Everyone always says Ill do my best or I did my bestwithout realizing thats not sufficient. Every sitcom dating

back to The Honeymooners, with bus driver character

Ralph Cramden in the 1950s, is full of characters doing their

best but falling short of their desired outcomewhile creat-

ing entertainment for the rest of us in the meantime. This

quote stresses the importance of acting based on accurate

data and an understanding of underlying

principles and behaviors, rather than acting

based on gut or intuition.

Tony DeMarinis, independent consultant,

Total Quality Management, Warwick, RI

Quality means

doing it right

when no one is

looking.

Henry Ford

Quality is never an accident;it is always the result of highintention, sincere effort, intelli-

gent direction, and skillful ex-ecution; it represents the wisechoice of many alternatives.

Will A. Foster, Gabel-RisdonCreamery Co.

Its not enough todo your best. You

must first knowwhat to do, andthen do your best.

W. Edwards Deming


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QP www.qualityprogress.com

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Deck goes hereby Author Name

This quote aligns with my philosophy as a quality manager,

trainer and advisor. When you choose to take on the role of

quality manager, you must believe in what you are doing,

see it as a mission and be very persistent. Being a quality

manager is one of the most frustrating professions on earth.

You work very hard to see the fruits of your labor, but in theend, after you reach your goals, it is very satisfying. Never

believe the person who says there is nothing you can do to

make something better.

Mirit Ziman-Shomer, management and quality consultant, Israel

This quote emphasizes perfection and excellence. I

understand this quote to mean work is worship. The

quote has always reminded me to do my work with full

involvement and dedication in personal and professionalcontexts. It has motivated me to excel and demonstrate

discipline in every activity and task I perform. It has

inspired me to achieve everything, from being punctual in

the office to solving yield and productivity

issues.

Mahantesh Hunagunda, manager of

production and fabrication components,

Bharat Electronics, Bangalore, India

This quote captures why quality is important to me: It

invites effectiveness and efficiency. It invites discipline. It

invites familiarity with our work, and that familiarity likely

leads to fewer problems or faster solutions. It invites im-

provement. It invites constructive discus-

sions rather than blame. It invites manage-

ment to convey intent. It invites workforce

awareness of what is expected.

Wally Robinson, STRS Ohio, Columbus

Remember,yourw

orkmay

beonlytosweepa

railway

crossing,butiti

syourduty

tokeepitsocleanthatno

othercrossinginth

eworld

isascleanasyour

s.

SirMokshagunda

mVishveshwariah

,

Indianengineeran

dBharatRatna

recipient(Indiash

ighestcivilian

achievementhonor

)

All work is a process.

Philip B. Crosby

In the race forquality, there is

no finish line!Eliyahu M. Goldratt, business

management guru. (This quote has

also been attributed to David T.

Kearns, former CEO of Xerox)



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November 2013 QP 21

In quality, as in everything else, we are regularly presented

with varying statistics and lists of numbers used to convince

us of one thing or another. A recent example is the unemploy-

ment rate in the Canadian province of Quebec. Depending

on the period examined, the government and the opposition

claim that either thousands of jobs were created or lost. Many

times, the presenter has chosen his or her numbers to reflect

the expected trend, and this slant can have

damaging effects on the actual situation being

reported. Ahhh statistics. Truly an art.

Jean-Pierre Amiel, quality project coordinator,

technical services, Montreal Transit Corp., Quebec

Jobs quote on being the yardstick of quality really hits home with

me because I work in healthcare. I believe he used the word yard-

stick to refer to measuring performance outcomes and to bethe organization that others will benchmark against and aspire to

become. More than ever, the healthcare environment has an ex-

pectation of excellence. Those who choose to work in healthcare

must use robust and error-proof processes with meaningful mea-

surements to ensure excellent clinical outcomes.

Nothing is more important than someones life.

Jean Hammelev, executive director of program office

and quality, Sonora Quest Laboratories/Laboratory

Sciences of Arizona, Tempe

I think this quote speaks to the root of what

drives quality: culture, systems, management

and alignment. If those elements work properly

and are aligned, an organization is bound to be

pointed in the direction of top qualityor, at

least in the best position pos-

sible to do so.

Brent Brewington, quality

specialist, Kirby Risk Service

Center, Lafayette, IN

Figuresdont lie,but liars

do figure.Mark Twain

Allorganizations

areperfectlyalignedtogettheresultstheyget.

ArthurW.Jones,sociologist,author,andfinancialjournalist

Beayard

stickof

quality.Somepeople

arentusedto

an

environment

where

excellenceis

expected.

SteveJobs

,co-founder,

chairandCEO

ofApple


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One needs many tools, and trying to use the same

quality tool for every situation does not work.

Jeanne Yudin, senior quality engineer,

Universal Alloy Corp., Canton, GA

Im always seen as the product stopper or the conveyer

of bad news. However, its important that everyone re-

alizes the value of my contribution and the importance

of it. Without our effort, we would have products ofpoor quality and a dented reputation among consum-

ers. My quote represents that the critic

of the product is essential, and without

him or her, the product never succeeds.

Raghavendran Rangarajan, tech lead at

Ingersoll Rand, Chennai, Tamil Nadu, India

Before I retired as a quality professional, I often helped

with various process improvement activities. I dont

remember the source of this quote, but it was a use-

ful comeback to those who sought to improve process

quality after they themselves had fiddled with various

variables and held everything else constant. I would ask

them what had been held constant, at what levels and

how they knew they remained constant. It was a sneaky

way of introducing experimental design principles. I made

a 40-year career out of doing this and had a lot of fun.

I hope it made real and lasting process

quality improvements.

Jeff Lackey, former member of the ASQ Boardof Directors, retired self-taught woodworker,

St. Simons Island, GA

Criticsarecritical

totheproduct.

Variables are.Constants arent.

Unknown source

I suppose it is tempting,if the only tool you haveis a hammer, to treat

everything as if it werea nail.

Abraham Maslow,

psychologist



6/8

WORLD QUALITY MONTH

This is what I say when people seem content to merely

achieve their targetsusually specific, measurable,

achievable, relevant and timely (SMART) goals. The

bulls-eye is what gives groups and organizations the

advantage to beat their competition. Its the essence

of continuous improvement to focus on zero defects.

This archery theme also fits in well

with the Chinese saying, 100 shots,

100 centers hit.

Kimo Cummings, independent consultant,

Singapore

This Spanish phrase loosely translates to

giving your all in your assigned or volunteer

task with passion, emotion and commitment.

This motivational quote has served me well

throughout my personal and professional

quality career. It is what pushes me to read

one more page of The ASQ Auditing Hand-

book, to solve one more ASQ Certified Quality

Engineer sample exam problem and to rewriteanother ASQ Certified Manager of Quality/Or-

ganizational Excellence practice essay.

The phrase puts me up to the task of

finishing final arrangements for the ISO/AS

surveillance audit, organizing an employee

luncheon, assembling a team for an upcom-

ing project, facilitating my ASQ sections

strategic planning session, helping organize a

conference, and preparing for an ASQ Board

of Directors meeting.

Elas Monreal, ASQ Board of

Directors, quality engineer,

Industrial Tool, Die &

Engineering, Tucson, AZ

I work in an FDA-regulated industry and I am constantly asked

by co-workers, Am I allowed to do this or that? Specifically,

colleagues who may be unfamiliar with regulationsengineers,

designers and developersoften ask me, What is allowed?

This quote I created is my stock response to those inquiries. Yes,

we have procedures in place to meet quality goals, but not every

procedure covers every situation. Sometimes following thoseprocedures letter-for-letter is just not practical.

Most quality folks think in black-and-white terms. Unfortunate-

ly, in this gray world we live in, keeping things running smoothly

and meeting goals often involves stepping out of that black-and-

white. How do you do that? With documentation.

And justification for why youre doing it. I later

added legal because, unfortunately, as learned

from experience, you cannot assume that.

Denise Wrestler, director of quality assurance and

regulatory at AutoMedx Inc., Flower Mound, TX

In archery, youwin by aiming

at the bulls-eye,not by merelyaiming to hitthe target.

Darleganas!

Youcandowhatyouwants

olongasitsdocumentedandjustified.Andlegal.

November 2013 QP 23


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This quote is my own. This is important because when failure or

defect occurs, quality and reliability engineers often hurry to do

statistical analyses without truly understanding the physics and

root causes behind the failure. Understanding

the physics of failure is a key to correcting it.

Andre Kleyner, global reliability engineering leader,

Delphi, Kokomo, IN

This quote is important to me in my

work as a quality systems consultant. I

often find that organizations place more

interest and priority on the production

end than on quality. They dont see the

cost of poor quality when products are

returned, reworked and replaced, and

when schedules and customer percep-

tion are adversely affected. Simply

pushing product out the door without

ensuring the quality of the product is

often counterproductive.

Bill Goss, president and

senior consultant, QSC

Group LLC, Newburyport,

MA

The QP glossary defines quality as, A subjec-

tive term for which each person or sector has

its own definition. Quality definitions from

other institutions allude to a lack of defects or

adequate performance. I created this defini-

tion to reflect how customers, regardless of

the product or service received, view quality.

I say it is time for the quality community to

stand up and define quality the way consum-

ers perceive the term. Ask any consumer whatthe sales representative means when he or

she refers to a quality product. They know

that it means that its a good one. Though no

numbers are assigned, a value judgment is im-

plicit. The consumer may respond that, for his

or her purposes, he or she doesnt really need

something of that quality and ask to be shown

something of lesser quality. If the marketplace

knows what quality means, why do those

most responsible for the term avoid or deny

that definition?

Edward Lawson, chief

metrologist and quality engineer,

Gleason Metrology Systems

Corp., Dayton, OH

Productionisnotproductionwithoutquality.

Quality is the degree ofexcellence with which aproduct or service fulfills

its intended purpose.

Inreliabilityand

qualityengineering

,

physicsalways

trumpsmathematic

s.



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WORLD QUALITY MONTHWORLD QUALITY MONTH

The quote is important to me because in life you will be

presented challenges every day that have positive and nega-

tive outcomes. Failure is a part of life and your attitude is key

in whether or not you learn to better prepare yourself for

the future. Every positive and negative experience has parts

that went well from which you can build. There may also be

disappointments, and you can examine what went wrong. A

negative attitude or a belligerently positive attitude can be

blinders when it comes to learning from experiences.

J. Andrew Pratt, international direct distribution advisor,

FedEx, Memphis, TN

Most people take good quality for

granted and dont realize the im-

portance of it until theres a quality

crisis. This behavior seems to beperennial. I always remind people

to make quality a

priority.

Sng Yang Seng, ST

Electronics Group,

Singapore

This quote motivates me to be my best

regardless of the circumstances. I believe

in moving on and working with enthusi-

asmeven during tough times. Whether

in a personal or organizational context,

you must hold responsibilities on your

shoulders and give your best. Never have a

fear of loss. Accept the end result in good

spirits, make conscious efforts to improve,

believe in yourself and put

in your best for a produc-tive outcome.

Prateek Dhariwal,

project engineer, Dubai

I added but it matters to the cat to this common oldphrase. The point is that process, not just results, is also

important to the customer and supplier.

We can either do something the right and

best way, or it may be painful.

Doug Krumm, principal project quality

manager, Rockwell Collins, Cedar Rapids, IA

Success is alearning process,failure is an

attitude.

Thereismoret

hanoneway

toskinacatb

utitmatters

tothecat.

If you have no time

for quality, then whydo you have time for

rework?

Driveoutf

ear,

workwithzest.

Beapioneer,

deliverthebest!

November 2013 QP 25

Dozens more quotes and vignettes can be found on this

articles webpage at www.qualityprogress.com.

Visit www.QPQuote.com to design and print or shareyour own quote with friends and colleagues.

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