>> Thursday, 16 October 2014
My most favorite part in my almost 28-year-career is learning about quality and getting better at it. My first job exposed me how to do quality hamburgers, giving excellent customer service and being measured at it in different ways- first by our own superiors, second by the regional managers and lastly, by a mystery shopper. At a young age, I learned about key performance metrics (KPM or KPI) and how it drives you to perform more than the expected. Getting a 100% rating from a mystery shopper is my ultimate goal then. Receiving such rating means you were consistent in following the steps in delivering quality service. All jobs no matter how small or big it is, whether it is a blue-collar or white starts with learning and following steps or instructions in order to achieve a product or service. After doing the tasks, the outcome of the service or product is being measured by the stakeholders or customers. There is a set target that needs to be met in order for that product to be considered high quality. Sometimes, making some changes in the process are needed so that your numbers improve or go up. After you have consistently reached your target, you will move on to the next level - a higher target and so on and so forth. This is the idea of continuous improvement. You always move up and not down. The reality is, reaching the target is not that easy, there are issues or something that prevents you from delivering quality service. Believe it or not, there is always someone who will speak negatively about your goal, much more achieving it. Embrace change as this means you are accepting the challenge to be in the next level, in moving up. No turning back, the numbers should be up and not down.