15- People Matter Greatly to Your Business: Choose and Retain Them Carefully

People Matter Greatly to Your Business: Choose and Retain Them Carefully.

Article 4 in this series discussed the main resources affecting quality.

One of these resources, if you remember, was people.

Depending on whether the business is a people-centered service operation or a robotic manufacturing operation, the degree of people's influence on output quality differs.

In the modern industrial era, technology has been used to reduce people's role in production and business as far as possible, or at least to prevent human errors at work.

Despite all technological advances, however, people's role in business still cannot be eliminated. Somewhere in the business, even if their number is small, people are performing a duty and a mission.

Ultimately, when we discuss people, we are discussing one of the 4 main factors affecting quality, a factor affecting customer satisfaction, stakeholder satisfaction and business profitability.

This makes the factor important enough to plan more carefully for selecting and retaining it.

Key points in attracting, recruiting, employing and retaining business personnel:

A- For every job title, define the required competence in addition to duties, responsibilities and authority.

Specify who should hold the job and what abilities, skills, education and experience they must have.

B- Select employees according to the defined competencies, not family connections, friendship and so on.

C- If you have no choice but to select someone who lacks sufficient competence in some areas, use training to address those gaps.

But make sure no responsibility is assigned to that person until they achieve the defined competence, because the likelihood of mistakes and errors will be very high.

D- Explain each employee's role and place in achieving business goals, quality and output, and make sure they understand it.

If you do not do this properly, when investigating problems and mistakes later you will often hear: "I did not know," "I thought that...," "My assumption was that...," "I did what I thought was right," and so on.

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