Chapter Twenty-Three: Performance – Quality in Disguise – or Not

ConPriDigm AvatarQuality IS…not performance in disguise.

Why have the officials responsible for maintaining the criteria for the Malcolm Baldrige National Quality Award been dropping the word quality since the early 1990’s?

 

Conceptual Pattern for Performance

Performance is accomplishment of a given task measured against preset known standards while using knowledge, as opposed to just possessing it, in a manner that is efficient and fulfills an intended purpose. It is a psychological result and level of quality resulting in the skillful avoidance of waste. Performance is a result of perception, learning and reasoning that germinates from the combination of data, information, experience, and individual interpretation. It results in awareness or understanding of a circumstance or fact, gained through association. Performance is that which is accepted as the norm or by which actual attainments are judged. Performance is a universally or widely accepted, agreed upon, or established means of determining what something should be as a basis for comparison, a reference point against other things can be evaluated. Performance involves utilizing the minimum use of resources, time, and effort while achieving a desired result. (Pattern Engine – Performance N=12 © 2014)

If the meaning of performance is understood then the meaning of Quality will follow.

First Principle: The purpose of performance is to provide value to customers.

Second Principle: Performance must be measured at the work unit level, key process level and organizational level.1

Third Principle: Performance indicators must have predictive power, capture key business changes, reflect cross-functional processes, and intellectual capital. 1

Fourth Principle: Performance is best monitored with a balanced scorecard that includes four perspectives: financial, internal process, customer needs and satisfaction, innovation, and learning.2

Fifth Principle: Performance must be articulated in terms of an effective and efficient approach, deployment and results.1

Sixth Principle: Performance cannot be substituted for Quality because world class quality without value has no value.

Key Conceptual Patterns

RESULT

A result is a statement that solves a problem or explains how to solve a problem and follows as a consequence of another action, condition, or event to produce a particular outcome. It is a conclusion regarding a state of difficulty or puzzle having important effects. A result is an expected or likely final state raised as a question for consideration or solution and reached through a process of logical thinking that is produced or influenced by a cause.(Pattern Engine, Result N=12, ©, 2014)

STANDARD

A standard is a level of quality or excellence that is accepted as the norm or by which actual attainments are judged. It is a universally or widely accepted, agreed upon, or established means of determining what something should be as a basis for comparison, A standard is reference point against which other things can be evaluated. It is a method for doing or achieving something marked by features and indicators. A standard possess good qualities that are available and make it possible for somebody to do something to obtain a result that orients usually in terms of distance or direction or both. (Pattern Engine, Standard N=12, ©, 2014)

Next Post: Value – A subject aspect of Quality.

1 Malcolm Baldrige National Quality Award – Criteria

2 The Balanced Score Card

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