A reader writes: “I really disagree with your focus on quality control. You seem to believe that most customers will accept an inspection form instead of real results. Please clarify your position.”

I stand by my position that quality does not cost; rather it pays. When I suggest using a quality control inspection form and other devices it is to document the outcomes. The inspections should be conducted on various levels including the front line worker, their supervisor, a quality control staff person and someone periodically from upper management. Any deviations should be noted and appropriate steps taken to correct any deficiencies. This may include re-training or at least reviewing steps with the front line worker as well as their supervisor. And yes, this training should be documented since it is important that performance outcomes be tracked to identify workers in the wrong position, faulty equipment, incorrect chemical mix, misused tools or other factors that are causing the work to fail.

In our conversation regarding your comments you indicated that you like to grill and have your own secret recipe for barbeque sauce, coleslaw and garlic bread. When I asked you for the recipe you took out a pen and wrote them down being very clear as the steps and processes. That is a perfect example of a quality control form. If I contacted you and complained that the sauce did not taste right, your question would be: “What part of the recipe did you fail to go by since the directions and steps are very clear?”

I agree totally that the best inspection forms do not compensate for poor outcomes. Compliance with the process can best be documented by an organized inspection process.

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net