Quality improvement requires everyone to pitch in their opinion. You cannot talk to just a couple of employees that have a complaint about a process and then task them to change the process to make it better. This is because others may be irritated with the changes they make, the changes may not be improvement at all, and other employees may not see an issue with the process they even want to make changes to.
Getting focused requires the customer's point of view. Quality improvement plays a big role in making the customer happy and increasing customer satisfaction. In order to make the customer happy, you need to be able to effectively identify the needs of the customer. The best way to determine how the customer views your quality is by simply asking them. They may have changes they would like to see that would make your products perfect to them. Implementing changes within an organization when requested by the customer shows the customer you really care about them. They will remain loyal to you when you are willing to make improvement changes based on their input.
Speaking to the entire organization is very important before a quality improvement program should ever be implemented. It is important to get the viewpoint from every employee in every department. Changes can indirectly affect other departments and it is important to verify if anything negative can come out of changes to processes for improvement.
Getting the perspective from everyone within an organization prior to rolling out a program or changing processes for quality improvement is very important. Asking employees shows that their opinion is important and they do have a stake within the business and the success of the business. Asking the customers about their satisfaction and viewpoint on improvement shows the customers they are important to your business too.
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