the presses” if they see something wrong, without fear of recrimination. It isn’t going to happen overnight.
Harvey Mackay of the Mackay- Mitchell Envelope Company reminded me of the American Society for Quality Control booklet called “The Hare and the Tortoise Revisited: The Businessman’s Guide to Continuous Quality Improvement,” published many years ago. In particular is the story about a Japanese quality expert who stresses the need for patience and discipline. He likens the quality process to farming bamboo. Once the bamboo seed is planted, the farmer waters it every day. He does that for four years before the tree even breaks ground. When it fi nally does, it grows 60 feet in the next 90 days.
We also have to break out of our silo and look at the interconnectivity of our processes. Who is our customer, the passenger in the seat paying the ticket? That is the external customer, but what about internally? Who is our customer and who is our supplier? If we bought an airline ticket we’d expect a certain amount of quality. Why aren’t we expecting that same amount of quality from our internal supplier? Are we delivering the quality that our internal customer is demanding? Do we even know what the customer is demanding? Are we communicating with our internal suppliers on what we need? This seems like a lot of extra work and it can be daunting at fi rst. Aristotle said, “Quality is not an act, it’s a habit.” Be patient, grasshopper, and you will collect that $200.
Barfield_DOM_Mag_7x4.8.pdf 1 6/5/2019 9:57:40 AM
Patrick Kinane is an FAA-certifi cated A&P with IA and commercial pilot with instrument rating. He has more than 50 years
of experience in aviation maintenance. He is an ASQ senior member with quality auditor and quality systems/ organizational excellence manager certifi cations. He is an RABQSA- certifi ed AS9100 and AS9110 aerospace industry experienced auditor and ISO9001 business improvement/ quality management systems auditor. He earned a bachelor of science degree in aviation maintenance management, a master’s of science degree in education, and a Ph.D. in organizational psychology.
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