Finland: 5 Statements of key actors

Abstract

“My quality concept is based on an all-inclusive idea of quality. Above all, I emphasise quality in all activities and operations. If we think about companies or organisations, first you have to determine a general quality concept and what it means within that organisation. Then everyone has a common language for understanding the discussion of quality. And only then, when the company’s quality concept has been fully grasped in the organisation, do you start thinking about what’s to be done. First the present situation is charted, where we are, then you start thinking about which way to develop. If a quality system is adopted, do we start applying quality award criteria or whatever it is? Sometimes companies just think that they’d better get a quality system. At that point, they are already off course — they haven’t thought through the reasons. In other words, the most important things are all-inclusiveness and understanding the notion of quality, everything that is tied up with this. In my opinion, quality is linked to every job. It means everything being well-planned and considering ahead of time how we will do high-quality work. That to me is essential. On the other hand, even when doing the work other people, or internal customers, are taken into consideration, their needs determine the course of action. An important aspect is knowing what the others want and developing it together. Work does not necessarily mean toiling away by yourself. I would also like to add an innovative aspect to this idea of quality. In my opinion, everything should have an outlook toward creating something new. To take an example from my own immediate environment, the development of training and education should also involve innovation, new thoughts. This is not usually associated with the quality concept, but I have endeavoured to bring innovation into it. It’s also important to strive to analyse what creates and develops quality-related thought and action. It really is continuous improvement. The process concept goes together with the quality concept. That is one very important angle. It would be desirable that people put their heart into everything; that’s how the commitment is achieved. People should never be negligent and sloppy with what they do. By setting an example, you can have a marked effect if you really want to improve something. Your actions show that you’re committed. Then the others will likely increase their level of commitment.