The Quality Gaps in Running a High-Mature Digital Organization

Quality is defined by a number of factors, such as performance, manageability, operability, reusability, reliability. Many say, quality attracts quality, and to effectively lead an organization into good practices to focus on quality attributes takes work and a level of credibility within the organization. Many organizations still operate and get stuck at the lower level of maturity due to the quality management gaps. Quality is not just the task of one single department or function, it is one of the management disciplines which needs to be taken in a systematic way. The quality gaps are varying, how to identify and close them and improve the overall business quality?
Where there is ineffectiveness and inefficiency in business management, there is the quality gap existing: Quality (Efficiency + Effectiveness = Q) is doing the right thing right, the first time, with no backlog and wastage and highest customer satisfaction rate. Efficiency means a way to measure how good you are in what you are doing in terms of available resources or money. Generally, you have to have effectiveness first, and then make the effect more efficient. Then it is a good way to measure the effectiveness and bottom line is the economy. Efficiency is to do what is effective, achieve high customer satisfaction with less operating cost, and achieve productivity and satisfaction for employees using good team work, to improve the quality of business management.
When the moral is low and employee engagement and productivity decrease, there is the quality gap in people management: As a degree of quality is in everything people do and experience. People are always the weakest link in organizations. What is required is clarifying the purpose and engaging all the people involved working together as a team to excel in the delivery of product/service, as quality management is to help them in doing what they are doing better, easier and so on. Therefore, high-quality people should also improve the quality of products, services, and overall organizational maturity. Quality employees are the ones who can work independently, have excellent problem-solving skills, well disciplined, have a "customer focus," and bring positivity and wisdom to the workplace. Quality people management means that finding someone who is not doing her/his job correctly. That does not mean that these individuals are lazy or any other negative characteristics. Then, the quality team checks how far this individual from doing his/her job correctly.
When customer is not delightful, there is the quality gaps in products/service/process and overall management: Quality Management is basically the fundamental purpose of serving the customer and meeting or exceeding their expectations. The rest of them are the tools, which can be used as the situation warrants. All the factors raised in the discussion are to address some of the aspects, which eventually influence the customer's satisfaction. Without human interaction, quality is not possible. How quality is defined and measured is crucial. It’s about putting profound knowledge, processes and tools actually used into action and delivered it, and the most important thing is that you need to define quality as management and quality as leadership. This can be the basic quality of the product/service, attracting new customers, retaining customers and so on.
There is the data/information/insight gap when people cannot get the right information to make the right information on time: Information Management quality means quality data, quality management, and quality measurement. By “quality data, ” it means clean, organized, actionable data from which to extract relevant information and insight. Data quality does not end with managing the incorrect entry of information, but the logic of data has to be taken into account too. You can walk through all the various dimensions of data quality such as accuracy, consistency etc, but business context is indeed a very important perspective. The gaps between data and useful information, the gap between information and knowledge/insight will directly impact the business decision-making effectiveness and overall business maturity, Poor information management implies not understanding what raw material they have to play with; or poor measurement, not applying worthwhile evaluation to it to reveal the inherent value, There is the leadership/management gap when quality management is treated as one department or function’s task: In practice, quality management should be the holistic management discipline. "Quality management" is like "change management" in that both appear to be an oxymoron, in which quality and change =process-in motion and management = stabilization and control; the process data is meaningless without theory and knowledge to understand how it applies to people in the process, explain it and continuously improve upon it. There are about dozens of specific management functions and management wheel in any organization. Quality management needs to be embedded into all of them to ensure building a high quality business.
High quality enterprise is comprised of high quality people, high quality products/services, and high quality business capabilities/processes, etc. People quality often decides the quality of the other part  of the business. High-quality leaders or employees are great in attitude, aptitude, and altitude, with a winning mixture composed of character, intelligence and competence in a humble frame of self-esteem which makes aware of his/her quality without needing to show them. High quality staff can deliver high quality products/services/solutions, also build high quality and differentiated organizational capabilities and business competency. Quality is crucial for the business to reach the next level of digital maturity.

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