Quality 4.0 Urges Professionals to Embrace Discomfort and Learn from Failure.
In the realm of quality and assurance, where precision and adherence to standards are paramount, a paradigm shift is underway. A new perspective is emerging, encouraging quality professionals not to fear failure but to embrace it as a catalyst for innovation and improvement. This shift challenges the traditional notions of standardisation, urging experts to focus on doing the right things rather than merely ensuring things are done the 'right' way.
A Clowning Class Revelation
Reflecting on the unconventional, the journey began in 2021 during a UK Covid-19 lockdown. An online clowning class became the unexpected avenue for exploring deliberate mistakes and learning from them. The discomfort of intentionally doing things incorrectly became a metaphor for the Quality 4.0 mindset, demanding a willingness to confront failure as a part of the growth process.
Navigating a VUCA World
In today's Volatile, Uncertain, Complex, and Ambiguous (VUCA) business landscape, the ability to navigate failure is more critical than ever. The study of organisational futurist Bob Johansen serves as a guide, emphasising the necessity for organisations to adopt a growth mindset and embrace failure as a means of adaptation and innovation, as outlined by Carol Dweck in her work on Mindset.
The Best Mistake and Deliberate Acts
Quoting quality advocate Philip B Crosby, the narrative underscores the idea that the best mistake is one from which lessons are learned. While preventing defects is an inherent goal, deliberate acts of failure are proposed as a method to consciously manage and leverage defects for organisational advantage. This approach requires a balance between striving for perfection and acknowledging the statistical impossibility of zero defects across all aspects of a product or service.
Organisational Design and Antifragility
David Garvin's Eight Dimensions of Quality offer a framework for intentional organisational design. Prioritising certain dimensions over others at different moments requires a deep understanding of customer needs and context. The concept of antifragility, inspired by Nassim Nicholas Taleb, challenges quality professionals to design organisations that not only withstand disruption but thrive in chaotic environments. The example of Netflix's Chaos Monkey software, intentionally causing disruptions, illustrates the concept of building redundancy and resilience.
Empowering Teams and Contextual Implementation
The call to empower teams to experiment, break, and rebuild stronger echoes the need for a shift from tightly controlled, punitive environments. In a VUCA backdrop, innovation thrives when teams are encouraged to explore and learn from failures. However, the importance of context is emphasised, recognising that industries like medical devices require thoughtful quality practices amidst increasing regulations.
The Path Forward: Embracing Failure for Sustainable Success
In conclusion, the article advocates for a departure from the image of policing 'doing things right' to focusing on 'doing the right things – fast!'. Instead of pursuing perfection, organisations should view failure as an invaluable learning opportunity. By proactively integrating failure into strategic planning and decision-making processes, quality professionals can drive continuous improvement, foster breakthrough changes, and position their organisations for long-term sustainable success in an uncertain world.
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