Quality is the result of a well-integrated system where behaviors, tools, and culture align to create consistent excellence. We call this Behavior-Based Quality (BBQ): a framework that considers the key risks of any process, system, or product, including the influence of human behaviors.
BBQ emphasizes the critical role of culture in driving desired operational and maintenance behaviors, which are just as important as the science behind formulations or material specifications. By embedding this approach into a robust Management Operating System (MOS), organizations can achieve higher product quality, improved operational consistency, and long-term resilience.
The Critical Role of Behavior in Quality
Quality outcomes are often attributed to factors such as formulation, materials, and equipment. However, these are only part of the equation. The behaviors of the people operating and maintaining facilities play a pivotal role. A culture that rewards and reinforces the right behaviors ensures that quality becomes a part of daily practice, not just an afterthought.
Challenges to Address:
Operational Variance: Inconsistent techniques or settings across teams can lead to unpredictable outcomes.
Maintenance Gaps: Deferred or poorly executed maintenance jeopardizes both product quality and operational reliability.
Overriding Processes: Operations sometimes prioritize short-term demands over long-term sustainability, leading to inefficiencies and risk.
Action Steps:
Build a culture that trains and rewards specific behaviors tied to quality outcomes.
Standardize processes across all teams to reduce variance and ensure consistency.
Promote collaboration between operational, maintenance, and reliability teams to align goals and strategies.
Embedding Quality in Daily Operations
For BBQ to succeed, quality must be integrated into daily workflows and embraced by everyone, from frontline operators to senior leaders. A Management Operating System (MOS) tailored to support quality behaviors ensures real-time accountability and performance tracking.
Key Components for Embedding Quality:
Recurring Meetings: Teams should regularly review operational metrics and discuss quality challenges.
Include a “quality moment” in daily stand-ups to highlight key risks or lessons learned.
Encourage cross-team collaboration to solve recurring issues.
KPI Trees: Align quality metrics with broader organizational objectives.
Develop KPIs that link employee behaviors to specific quality outcomes.
Regularly monitor and report on these metrics to reinforce their importance.
Training and Support: Provide tools and resources to empower teams.
Offer role-specific training that focuses on the behaviors critical to quality.
Equip supervisors with the skills to coach and guide their teams effectively.
Enhancing Maintenance and Reliability Practices
Maintenance and reliability play a critical role in sustaining quality. Equipment that underperforms, even slightly, can affect product quality and throughput. However, quality-driven maintenance often takes a backseat to immediate operational demands.
Strategies for Improvement:
Implement robust preventive maintenance programs that prioritize quality.
Use predictive analytics to identify and address equipment issues before they impact operations.
Foster collaboration between maintenance and operational teams to balance short-term demands with long-term sustainability.
Action Steps:
Develop a maintenance schedule that aligns with production goals without compromising quality.
Train operators to recognize early signs of equipment issues and report them promptly.
Integrate maintenance metrics into broader quality KPIs to highlight their impact.
The Role of Leadership and Supervisors
Supervisors are the linchpins of quality execution. They ensure that plans are carried out effectively, provide critical feedback, and maintain strong relationships with their teams. Leadership must empower supervisors to act as quality champions within their teams.
Best Practices for Supervisors:
Communicate Effectively: Share goals and expectations clearly with both teams and leadership.
Provide Feedback: Offer constructive and timely feedback to reinforce desired behaviors.
Model the Culture: Lead by example to demonstrate the importance of quality in daily actions.
Action Steps:
Develop leadership training programs focused on communication and accountability.
Encourage supervisors to participate in planning and decision-making to align their teams’ efforts with organizational goals.
Recognize and reward supervisors who consistently uphold quality standards.
Behavior-Based Quality isn’t just a framework—it’s a mindset. By aligning behaviors, systems, and culture through a robust MOS, businesses can achieve consistent excellence, build resilience, and enhance their competitive advantage.
