A quality manager is not required to have specific training. It is a free profession and that makes it difficult to measure the quality of the quality control manager. To solve that, an official set of European guidelines has been developed. From now on, individuals can now become certified through a Dutch Network of Quality Management. With the NNK/EOQ Quality Manager-certificate quality managers can show that they meet the requirements for skilled quality management.
A certified manager has extensive experience at Vocational College/University level, is familiar with advanced management concepts, has a sharp helicopter view and monitors the level of quality in the broadest sense of the word. A quality manager is able to identify and safeguard customer interests in the organization. That often meets with resistance because quality management demands specific commitment of people and resources. A quality manager must be able to bring about culture changes. That is easier than it seems because culture is in fact always changing.
The organization culture is part of every management model, but to really understand how organizations develop, specific knowledge is required. This is where ‘corporate anthropology’ provides the solution. It puts people first, given that organizations are always formed by people. Generally, people are ‘group animals’ and employees can be viewed as a ‘Corporate Tribe’. Managers who understand the habits and characteristics of a Corporate Tribe, will have relatively little difficulty in realizing a change process. And that is precisely why Deep Democracy was developed.
Deep Democracy was devised to develop corporate life in South Africa after apartheid. It is crucial to recognize that employees who do not feel heard will, sooner or later, commit ‘sabotage’. That starts with a seemingly harmless joke, but may quickly develop into gossip, delaying tactics or even strikes. To prevent that, it is necessary to keep the dialogue going. The voice of the minority must also be heard in that dialogue. Employees who feel heard, clearly show more engagement and commitment. Even when their wishes are not fulfilled in the end…
A good quality manager not only has a sophisticated set of management skills, but also good people skills: a sympathetic ear is the beginning of a good conversation. A good conversation is the beginning of support. Support is essential to successful quality management.
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