QC and QA
Importance of QC and QA in Customer Service
I my last article I discussed the customer and customer service.
One of the most important aspects of customer service is QC and its counterpart QA
According to Wikipedia, ” Quality control (QC), is a process by which entities review the quality of all factors” This encompasses production or processes . This approach places an emphasis on three things:
- Elements which include controls and job management.
- Soft skills such integrity, organizational culture and relationships.
“…whereas quality assurance (QA) attempts to improve and stabilize production (and associated processes) to avoid, or at least minimize, issues which led to the defect(s) in the first place.”
These vary in importance from saving a few dollars to billions of dollars and can in many cases save lives or even have catastrophic affects on the environment.
The Evolution of QC – Quality Inspirational Stories
The following video, by Sipho Tjabadi, General Manager, Quality Management – Group Capital, Eskom , highlights what disastrous affects can result from poor qc and human and financial losses happened due to breaking the basic rules of qc with emphasis on three live examples of poor qc:
- Challenger space shuttle disaster
- Toyota defective brakes
- Third, BP’s drilling rig explosion
Cost Of Poor QC
The issues of qc and qa are extremely important ones in today’s world. Many different sources use the word “quality” so much that its true meaning is being taken for granted much like other values in society. When we talk about qc we want it to really mean something to our customers and everyone we work with.
How Do YOU Define QC?
Commonly the word “quality” is used to define a new standard that exceeds the average expectations. It’s a word that measures relationships between a business and its customers, as well as products and services provided. QC is actually an active process; a pursuit of qc in any field of life is in fact an ongoing process of striving towards perfection, when after listening to the needs of customers we try to meet and exceed those needs as much as possible. There are some areas of our lives where we cannot accept low standards, such as when lives are involved and high-risk situations are put of the picture. Whenever as a company we test and evaluate new software programs to provide critical data to our customers, we are very aware that even a small margin of error in our calculations can lead to big a consequence; that is why we always maintain the highest qc testing standards possible. We know how important it really is to thoroughly explore every aspect of a program before releasing it to customers.
What Does QC Depend On?
In order to establish quality, you need to first address the other critical points without which true qc would mean nothing. Many of these principles are unfortunately disappearing rapidly, and becoming more valuable every day.
These points are:
3) Open Communication
4) A Combination of optimism and pessimism together
You cannot be assured that you have received the highest qc product or service unless you:
A) Trust the people that are serving you to fulfill their promises to the best of their ability, and/or…
B) Have a thoroughly honest enough relationship with your co-workers and clients to be able to question everything. This simple, yet profound step is what forms the foundation of the third element, good communication. If the service providers really can’t fulfill certain responsibilities, and have the integrity to admit their limitations, then you know you have found a reliable business partner for the future. To serve others with honesty and integrity is what it means to be truly profitable, and history has demonstrated that any business which rests on profits from intentional deceit and corruption cannot escape exposure, sooner or later.
The role of companies when we create new products and provide services is to also be both optimistic and pessimistic, which is actually not a contradiction. When we design new technology and create new templates and ways of sharing data, we have to remain thoroughly optimistic during the process in order to never give up before the target goal is reached. Even famous inventors in history maintained this kind of untouchable enthusiasm and optimism, such as Thomas Edison. After he had discovered the perfect material to use for the light bulb’s filament, he was interviewed and asked how he was able to keep going with his experiments after he had failed so many times in his laboratory. He answered that he never felt as if he had ever failed; he simply felt that every failure was really just another step in the process of the ongoing experiment. The pessimistic part only comes into play mostly after the product or service is completed, because that sense of divine dissatisfaction will help us to more clearly and critically evaluate ourselves to see where our weak points really are. If we ever sat back on our laurels and stated that we could never have done something better, we would miss many opportunities to grow and evolve with the constantly changing demands of our market.
It was because of these four reasons, honesty, trust, open communication, a combination of optimism and pessimism together, that Thomas Jefferson is famously referenced for discussing that for a man to assume public trust, he would be wise to also consider himself public property. This point demonstrates that trust, like qc, is primarily another person’s assessment of us, and furthermore is a reflection of how we treat others. Jefferson’s statement here strikes upon the truth that in order to be trustworthy, we need to step outside of our own, self-centered perspective as much as possible. In order to truly serve a customer we have to think of their needs as actually becoming our own needs as well. We have a responsibility once we accept trust to fulfill and maintain it to the best of our ability. It only takes one suspicion to begin destroying a customer’s trust and qc and qa. Everyone wants to be able to trust others, and as long as we truly keep the customer’s best interests at heart, not only will we remain a truly ethical business, but topics like qc and qc management will become our favorite topics and focus points naturally.
When G-Logic Solutions was founded, it was created with this basic understanding of qc management in mind. Without qc in monitoring the fundamental information we provide for key software development, we would not have established the lasting relationships we have made today within the oil and gas industry. It takes real experience in the field, years of rigorous research and testing, and the ingenuity and dedication of creative minds communicating in total honesty to build the tools we have available to our clients today. In the Oil and Gas Industry especially, efficiency in planning makes the all of difference between keeping a low operating budget or wasting time and valuable resources. One of our primary goals is helping exploration and production companies within the petroleum industry get all of the information they need, in a useful interface, to allow them to drill in highly accurate and advanced ways. We also facilitate real time data communication between everyone involved to help enhance the speed and qc of decision-making and work. Our experience with advanced 3-D modeling technologies helps predict future developments, and allows us to work with developers to implement innovative measurement while drilling practices. We work with services to provide quality geological data management tools that have proven to be essential to our customers. All of these advantages together result in the highest quality of planning, as well as reducing unnecessary costs (such as reducing drilling times) and thus improving overall performance.
None of this work would have been achieved without our commitment to real qc.