Which aspects in the current context help better understand what quality all about is?
Quality in fact is an inner urge to excel. Not to excel in the sense of competition but as an actualization process that brings in the best out of an individual, a group or a team. It has in its context a pace of its own, a conviction of truth and tremendous amount of energy that buys no dictates from an external agency. It surfaces out very often not willing to be cowed down by externalities and with a willingness to sacrifice anything simply to demonstrate that there is a human possibility for perfection. At the conceptual level it is practiced naturally and with ease, without being perturbed, as it has its own design even if it has to remain a minority.
What is the stake for those driving the quality approach?
Obviously, a tremendous amount of sacrifice, which is often off-set by inner joys that one experiences merely by doing something to perfection. Probably it may appear as poverty to some for having staked everything in life. But the effortless achievement, that one arrives at on account self imbibed quality standards have a great sense of satisfaction that can in no way be measured with material abundance that one accumulates through mechanical processes in life. Not that, quality pursuits have no monetary compensations. In fact, quality pursuits have much more material and monetary compensations in the long run, though it may run into casualty in its shorter course. Also, people who approach any endeavor with quality standards in mind have no place for material comforts, but they invest time, effort and money in achieving excellence in what they have been doing all their life. In fact they break all barriers for the sheer joy of it. Money or no money they are obsessed in achieving the imponderables. That explains quality with its trials and tribulations. In fact, one must read Jonathan Livingston Seagull written by Richard Bach to understand how to identify quality with life.
What does quality mean in the field of development NGOs?
My little understanding of ‘Quality’ reiterates that quality has to be seen to be appreciated. It is not that we have to document to demonstrate it. In fact it should be the way of life for the individual and it should be self revealing for the institution. It is not to be done to convince the funding organization or the beneficiary, but must be done to ensure that we excel in our actions and thought so as to bring out the best in ourselves first and then listen to others thereafter. We don’t convince others by our actions, but we request others to help us in overcoming our faults. We appreciate constructive criticism from others, as we are myopic to our own shortcomings. I have often been pained by NGOs going overboard to convince external agencies merely because the institution has to survive. Whether are not we are convinced of a project, whether or not we have the conviction to deliver it, whether or not we have the expertise to deliver it, it is often observed that proposals are painted in different hues just to be part of the big ticket projects. Just merely to survive. In the absence of the required expertise and quality factors, the institutions are often twisted and turned beyond their beliefs bringing drudgery to the whole exercise. There is groaning at different stages in the projects and the finishing reports are colored to convince different stakeholders of the event. The cutting edge delivery is lost and project goes into oblivion providing a natural death to the efforts and processes, which otherwise ought to have blown itself up into a bigger endeavor for the common benefit of the larger society.
Quality has to answer its usefulness in terms of how useful it is going to be to society at large, the world at large, not merely human beings and not merely the present generation, but all other living creatures and all future generations to come, should derive benefits from such efforts. The development world, I think brings sanity to this rat race world. It should exercise its concerted efforts in conservation and sustainable efforts in avoiding catastrophic disaster to this wonderful universe of ours. It is only institutions with philosophical and spiritual bent of mind that can reach such quality standards. Willingness to sacrifice for the benefit of others is the hallmark of such institutions. Not only such institutions will remain accountable to all, but will provide constructive suggestions with all seriousness and maturity for the benefit of all.
If we have to measure success, it is not to be measured by our achievements. In fact, I can honestly say that the measure of success is in its means and the quality standards that have been adopted. The pursuit of excellence that one has followed in achieving results is more important than the result itself. It does not matter that the result has not come up to our expectation, but there are efforts that gets perceived to bring satisfaction to our work. It is not enough if only the mind is at work, but the heart has to be total immersed to derive and churn butter out from curds. In the words of Harold Taylor, ‘The roots of true achievement lie in the will to become the best that you can become.’ If this is the state of art of an institution, will there be anything for anyone for deviating you from your path.
The Practices, tools and organizational settings related to quality improvement.
No matter what efforts are made in introducing quality standards in the organization, it is important that the organizational superiors treat quality as a necessary ingredient in the organizational growth and career path of their juniors. Probably, they must own up for quality failures without passing it down in line. Efforts should be made to walk the talk so as to ensure that consciously or unconsciously people see the need for excellence in all activities or endeavors. It must appear to be a natural trait rather than a forced affair. People around quality performers should get energized into naturally picking up such traits in their own area of activity. It must become a force of emulation both for the youngsters and the old and must spread like an epidemic for the common good of humanity as a whole.
Policies, procedures and practices should set example of quality standards among all personnel in the organization. It sets a culture for the incoming incumbents to adopt it naturally and the outgoing to spread the goodwill message amongst others in the society. No matter in what status the institution is in, there is no room for compromises. They are statements and standards that do not get traded and it is shielded against all odds. Many sacrifices are made to safeguard the sacred tenets of the organization. It provides a platform for live and let live, while the organization goes through fearful alleys in the modern world. Hence, the need for philosophy and spirituality has been spelt out, when endeavors of quality and excellence are being attempted against all hardships and sacrifices.
When we talk of quality, the existing literature speaks of:
Objectivity;
Integrity;
Professional Competence and Due Care;
Confidentiality;
Professional Behavior;
Independence so as to ensure compliance of standards set by the Organization.
It is an enabling task and therefore requires effective communication not just within the organization but also among all stakeholders to make them understand, that all efforts are towards a fair play and there can be no biased approaches towards an attempted goal. Everything here works beyond self and the concerted efforts of the team are for general good.
Actions and messages need to be initiated so as encourage quality work that may get recognized and rewarded. The messages can be in the form of written policies, messages, bulletins, meetings seminars, reviews, informal dialogue, mission statements, newsletters, etc. It is important to spell out that quality will over-ride commercial considerations. It is important that institutional resources are spent to drive home quality aspects in every work or assignment undertaken by the institution. Even if it is an internal endeavor, the institution and its members have to work towards a work culture that will match external requirements.
To quote Swami Vivekananda on work ethics- “We find ourselves in the position for which we are fit… if one has some capacity above another, the world will find it out too…. He who grumbles at the little thing that has fallen to his lot to do will grumble at everything. Always grumbling, he will lead a miserable life…. But the man who does his duty as he goes, putting his shoulder to the wheel, higher and higher duties will fall to his share.”
If we sample out people and endeavors that are worthy of emulation, we will see that they merely did what they were expected to do with a right mind and heart. This obviously brought in the quality and fine finish to their work effortlessly and naturally. Anything done without resistance and fear and without undue expectations will see the light of the day for everyone to take note of.
What then is the practice that one has to adopt to ensure principles of quality in an organization? Obviously it is the act of sacrifice, a sense of commitment, passion, compassion and a committed conviction not to break down in adverse situations and above all being transparent to the core. If we can build in these, in our way of life, if we can set examples among our colleagues and if we can set standards for others to emulate, I think we have arrived at where we ought to be. Not only is there going to be quality in our work culture, I can assure you that life is going to be more meaningful to our family members and associates as well.
Supporting measures likely to help NGOs to improve the quality in their organization.
Develop quality manuals to describe the mission statements on quality and excellence
Work culture and ethics should set the quality tone in the organization
Top leaders and supervisors to strictly adhere to the code of conduct
To follow regulatory requirements and statutory obligations without demur. If the requirements are beyond public interest, then an inbuilt mechanism is established to confront such issues at appropriate forum.
To attend to seminars, workshops, conferences and being part of international groups so as to understand that internal measures are measuring to world standards. If the standards at the national and international level are influenced by political and vested interests, to be proactive to thwart such influences among NGO representatives and institutions.
To ensure that the beneficiaries of any program are made stakeholders in the quality establishment and review processes.
The process of quality setting standards and putting them into actual practice should make all associates to be proud of being part of such institutions.
Fruits of all development should reach the poorest of the poor through hard work, sincerity, humility, conviction and the focus should be to ensure that the quality standards are all encompassing so as to enable the poor or its next generation to work towards sustainable and enduring livelihoods.
Other Points For Consideration:
Quality is not merely a topic to be debated in a forum, it is also not merely a matter for documentation at the office, but it is a vibrant and dynamic process that needs to be practiced across the value chain. It should resonate, reverberate and break all barriers, so as to establish a culture for the institution. It should be embedded so deep into the institutional culture that, no matter what, the associated members may have to sacrifice to safeguard the vision, mission and philosophy of the institution. This is possible only when each one of us have a concern for the quality of life of our fellow neighbor. Our intentions and purpose should soar beyond the individual self. Not that any of the above thoughts are new to us as Indians, as we have a rich past which demonstrates concern not just for human life but for all living creatures on this universe. We are obsessed of boasting of our rich heritage before the world but do nothing to put that into practice. Discipline and quality which is abundantly missing in all walks of life, on account of selfishness and filthy desire beyond needs, needs a rethinking in this mad destroying world. Can we look at development organizations and NGOs as an answer to this adversity?
Quality statements are perennially being made in annual reports of the corporate. I am one who considers that such statements are shallow and a lip service to humanity. It requires real drilling down to touch the lives of its employees, their families and its surrounding. It must be a deliberate and a conscious effort. It is not an intellectual exercise but more to do with heart as its fragrance has to spread all around.
NGOs ought to be and are believed to be more human in their approach. But the messages are not enough to stir up the environment. If the practice continues just to address issues at the periphery, I am sure that the so called corporates will some day dictate terms to the developmental organizations. To create robust and institutions with integrity, it calls for protocols of quality across the organization and even beyond, as time passes by.
I am yet to see such philosophical tones of quality in NGOs that I am presently associated with. We are all merely trying to survive through our endeavors and we have not made any significant difference to the lives of people.