Throughout the many client projects we’ve carried out, we’ve consistently observed one thing: Change takes time. Digital transformation projects often lead to frustration and resignation, and a sense of uncertainty lingers among the workforce. Yet the implementation of digital checklists is usually just the tip of the iceberg—what lies beneath is the company’s evolution into a quality-focused organization through a culture of quality that is actively practiced.
What some skeptics of digitization initiatives fail to consider is that digital checklists by no means replace human work—quite the opposite. Digital checklists are intended to reduce employees’ workload by automating documentation tasks. The time and effort that would otherwise be spent printing, scanning, locating, filing, and transferring checklists can instead be channeled into problem-solving or process improvement. Checklists not only establish standards within an organization; they also foster greater quality awareness and teamwork.
We’ve already discussed quality culture in detail in a previous blog post. In this post, we’d like to delve deeper into how checklists help foster a culture of quality.
How do checklists contribute to a culture of quality?
Today’s modern world provides us with an incredible wealth of knowledge, accessible regardless of time or place. And yet, from time to time, mistakes occur in communication, in processes, or simply in the manufacturing of products—mistakes that could be avoided. The reason is simple: The complexity and scope of today’s knowledge exceed our ability to transmit information accurately and reliably from the sender to the receiver. As Atul Gawande so impressively described in his book *The Checklist Manifesto*, there is a simple way we can get things right: with checklists.
Formally speaking, checklists are used to monitor and document individual processes, prevent errors, and enhance safety through comprehensive documentation. However, checklists also serve a completely different purpose. They promote a culture of quality within companies and strengthen collaboration, awareness, and personal responsibility among every individual in an organization.
Better collaboration.
Whether crane operators, maintenance technicians, field service technicians, quality managers, or procurement staff, every job is part of the overall product development process. Information from upstream process steps is collected, processed, and passed on to the downstream process step. Documentation plays arguably the most important role in this process. And the more activities we incorporate into the product development process, the more precise the documentation should be.
The more time we spend in our profession, the more confident and skilled we feel. We’ve mastered procedures particularly well and can recall information very quickly. This often leads to procedures being modified individually and process steps being skipped in order to save time here and there or increase our output. In short, we become a little less precise, which in turn increases the likelihood of errors.
Checklists are much more than just a series of questions and a means of standardizing processes. Rather, they ensure a seamless flow of information by ensuring that every step in the process is followed and properly documented, make feedback accessible to everyone involved, and foster problem-solving skills. Information is immediately available and serves as a central hub for all relevant areas of the company.
Practical Example from Mechanical Engineering
A global leader in toolmaking uses digital checklists to conduct quality control checks during production.
The company was able to improve collaboration within the organization using digital checklists. Quality data is recorded in a structured manner on standard smartphones, and documentation and work orders are sent to colleagues in real time.
Shop floor employees particularly appreciate the ability to add photos directly from their smartphones. For example, they can photograph and mark defects. The assembly workers then report the defect to the design department, which can get to work on it right away. Relevant information is thus recorded directly on-site and immediately forwarded to the responsible person, who is notified directly within the app (and optionally via email). If any further questions arise, they can be noted directly in the app in the context of the issue.
With the help of digital checklists, the company was able to evolve into a self-learning organization in which continuous improvement is not just an empty phrase, but a mission put into practice.
Greater awareness of quality.
A commitment to quality is another essential benefit that comes with the use of checklists. Quality awareness cannot simply be mandated or imposed from above. Rather, it is the result of a functioning and actively practiced quality management system by each and every employee, with the shared goal of producing products and services of the highest quality.
So how exactly can checklists help foster greater quality awareness? Digital checklists provide employees with a tool to ensure that products or other services are produced in accordance with the highest quality standards set by both the company and the client, thereby helping them develop a sense of what constitutes good quality. In addition, checklists help employees develop an understanding of the nature of defects and other errors and better assess their impact.
A real-world example from the automotive industry.
A major company in the automotive industry uses digital checklists and defect tracking in its assembly and maintenance operations. Thanks to digital documentation—rather than the paper-based, time-consuming method of recording defects—the company was able to conserve resources and achieve not only faster processing but also more efficient analysis of defects.
Production workers became quality assurance staff. By empowering all employees to use this tool to ensure quality at every stage of production and detect errors early on, they were able to identify much more closely with the manufacturing process.
The data collected on-site using checklists is then available for further evaluation and analysis. Information regarding work processes—such as lead times, defect categories, process compliance, and much more—is transmitted in real time and quickly serves as a basis for decision-making regarding next steps.
More personal responsibility.
Every employee has a specific role in the value chain. To create a product, it is important to define responsibilities for different processes. By delegating more autonomy within their designated areas, employees can identify with their tasks, contribute new ideas, and play a key role in an organization that is constantly evolving. As a result, work becomes not just a duty but a source of motivation and a means of achieving a greater purpose.
In order for employees to contribute to process improvement, they must have access to all necessary information related to their areas of work. Only then will they be able to improve the support and value-adding workflows.
Conclusion.
If we view checklists merely as a collection of potential to-dos, we miss out on many opportunities to strengthen the culture of quality within the company. Checklists are a game-changer in organizations; they help us collaborate more effectively through seamless information flows, foster greater quality awareness by promoting a better understanding of what constitutes good quality as well as of defects and errors, and encourage greater personal responsibility through a sense of ownership of the work itself.
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