October 2010, Issue 91

In 1984, the American Society for Quality (ASQ) declared October as National Quality Month with a joint resolution by Congress and a proclamation by President Ronald Reagan. In 1989, Congress and President George Bush reaffirmed the original legislation and recognized quality as a national priority. In Canada, the National Quality Institute marks Quality Month with their annual Performance Excellence Summit & Canada Awards for Excellence.

Quality of customer service is the key focus of this month's issue. As you've likely experienced - perhaps all too painfully - customer service and quality levels are a big problem for way too many organizations. Managers often point to frontline servers' attitudes as the source of the problem and look for quick motivational or training fixes.

But who hired the servers? Who trains them? Who provides the systems and processes they're forced to use? Who provides on-the-job coaching or criticism? Who nurtures the levels of criticism or celebration they find at work every day? Who sets their priorities and directs their efforts? Who addresses or ignores daily job irritants? Who nurtures or neglects teamwork and team spirit?

Improving service/quality is first and foremost a leadership issue.