Comment by mattm
17 hours ago
The same principle holds for quality management. You don't need to inspect every single product. However, if you inspect a small number of products at random, you'll detect a large percentage of the quality issues.
While leaders can't know everyone they should make it a priority to have those random connections outside their inner circle. If they don't, they become in danger of hearing only the info that their inner circle wants them to hear.
> However, if you inspect a small number of products at random, you'll detect a large percentage of the quality issues.
As quality issues become fewer, the odds increase that inspecting a small number of products at random will lead to you thinking that there are zero quality issues. Have your inspections procedure scale and adapt to the relative proportion of quality issues you have reason to believe exist. And if you believe you truly have zero quality issues, then you need to switch to an immediate feedback procedure (such as an anonymous tip line, or a non-anonymous one for customer feedback).