Saturday, December 27, 2008

Business Lessons – a few thoughts on Consistency

This is a very important issue and is often one people miss. In manufacturing you put processes (rules) in place to make sure everything you make is similar if using the same name or item. Process Control is what it is called in manufacturing. Process control means you put a raw material in one end of the system and as it passes through due to the conditions being maintained you can predict with reasonable certainty what will come out the other end. 

Having spent many years working in the chemical industry as a process engineer and before that a project manager I came to understand the important of consistency, process control, and standards of quality. These things are important with respect to manufacturing and people. Additionally something is said to be consistent when it does not contain contradiction. 

Lets break this down in everyday terms

  • Green must always be green
  • Blue must always be blue
  • A Computer must always be a computer
  • An Intel process cannot be a AMD Processor
  • A 300 GB hard drive will not substitute for a 160 GB drive
  • A 50 Watt/channel amplifier is not a 200 Watt/channel amp 

So how does this apply to the service industry? Simple in the service industry this concept is called honesty! Your word is the process control and your service is the product. You clients count on you to do what you say and that you will live up to or exceed the expectations your verbal and written words convey. 

To quote: Honesty is the human quality of communicating and acting truthfully related to truth as a value. This includes listening, and any action in the human repertoire — as well as speaking. Superficially, honesty means simply stating facts and views as best one truly believes them to be. It includes both honesty to others, and to oneself (see: self-deception) and about one's own motives and inner reality. Honesty, at times, has the ability to cause misfortune to the person who displays it. Honesty can also mean fairness, and truthfulness, and the avoidance of misleading people.

No comments:

Add to Technorati Favorites