Quality vs Quality

The word quality is a loaded word in organizations, and I’m sure most of my readers have been in a least one major discussion that has felt like an Abbott and Costello routine.

The difference between “quality” and the “Quality department” is that “quality” refers to the overall level of excellence or excellence in a product, service, or process, while the “Quality department” is part of an organization that is responsible for ensuring that the organization’s products, services, or processes meet certain quality standards.

In other words, “quality” is a general concept that refers to the level of excellence or excellence in something, while the “Quality department” is a specific part of an organization that is responsible for managing and improving the quality of that organization’s products, services, or processes.

The Quality department typically plays a key role in ensuring that an organization’s products, services, or processes meet the required quality standards. This might involve activities such as conducting quality assurance audits, implementing quality control measures, or providing training and support to help employees understand and comply with quality standards.

Overall, the difference between “quality” and the “Quality department” is that “quality” is a broad concept that refers to the overall level of excellence or excellence in something, while the “Quality department” is the specific part of an organization that is responsible for managing and improving the quality of that organization’s products, services, or processes.

In FDA-regulated industries, this continues to be a stressful point. We have some regulations that specifically call out the Quality Unit or Quality Control (a different point of fun), while others provide quality expectations that may or may not be the responsibility of the Quality Unit, depending on the way your organization is built.

Add to this that quality is a culturally sensitive term. It gets to the heart of what people consider integral to themselves. That they have quality in their work. And there can be gaps between people’s perceptions and the reality of the organization. The whole concept of what quality is in an organization gets to three central aspects:

• Role Conception:  what people think their jobs are and how they have been trained to perform them
• Role Expectation:  what others in the organization think another person’s job is and how it should be carried out
• Role Behavior:  what people actually do in carrying out their job

So we have quality as a set of habits and practices and Quality as a concept of a role within an organization. And the boundaries between the two can be contentious. Add in the quality control layer (and how quality control does not require a department called quality control) and we can have a whole fun set of arguments.

This post was brought to you by me being in a meeting where someone referenced a version of the golden triangle and I instantly wondered what work someone else was trying to foist off onto me.