{"id":2570,"date":"2017-03-15T14:36:12","date_gmt":"2017-03-15T14:36:12","guid":{"rendered":"http:\/\/oaklandconsulting.com\/?p=2570"},"modified":"2017-03-15T14:36:12","modified_gmt":"2017-03-15T14:36:12","slug":"quality-london-underground","status":"publish","type":"post","link":"https:\/\/weareoakland.com\/blog\/quality-london-underground\/","title":{"rendered":"Redefining Quality for the London Underground"},"content":{"rendered":"<h2>Background<\/h2>\n<p>Last year provided an Interim Head of Quality for London Underground&#8217;s Capital Programmes Directorate (LU CPD). \u00a0The introduction to that project started when LU CPD engaged us to investigate the potential development of a &#8216;formal quality system.&#8217; The purpose of the work was to improve project and programme delivery performance, specifically reviewing processes, systems and behaviours of the delivery element in LU CPD.<\/p>\n<p>An in-depth 12-week study delivered a scalable picture of \u2018what quality could look like\u2019 and the steps required to achieve these objectives. That picture used Oakland\u2019s Quality framework [Performance, Leadership, People, Processes, and Quality &amp; Culture\/Values]. One of the Leadership actions was to provide a single visible leader of quality.<\/p>\n<h2>Supporting the client<\/h2>\n<p>Consequently, we were\u00a0asked to provide an experienced quality professional to provide interim cover for the new role, Head of Quality.\u00a0 The interim cover was for about 10 months and focused on:<\/p>\n<ul>\n<li>Developing a Quality Target Operating Model (qTOM) and\u00a0a Quality Policy Statement;<\/li>\n<li>Conducting an end-to-end review of systems and processes to identify where quality should be better integrated with project delivery;<\/li>\n<li>Creating a quality implementation plan in readiness for the appointment of a Head of Quality;<\/li>\n<li>Supporting the recruitment of the new Head of Quality.<\/li>\n<\/ul>\n<h2>The\u00a0learning<\/h2>\n<p>The outcomes for London Underground are covered in our Interim Head of Quality case study available <a href=\"http:\/\/oaklandconsulting.com\/case-study\/transport-london-london-underground-interim-head-quality\/\"><span>here<\/span><\/a>.\u00a0We are delighted that London Underground is serious about improving quality across its capital programme operation. \u00a0This\u00a0project has reinforced our views of the benefits of redefining the role of the quality profession.<\/p>\n<p>Quality really is at the heart of any good business. It still remains the most important competitive weapon \u2013 putting the customer at the centre of everything we do \u2013 to meet those customer needs time and time again in a consistent manner. \u00a0It is a simple concept. Meeting the customer requirements, both externally and internally \u2013 but now, more than ever, this can go wrong!<\/p>\n<h2>Key challenges for quality<\/h2>\n<p>Quality can be hard to attain, hard to maintain and, in any large complex organisation, easy to lose. \u00a0 The reputations and financial returns of many organisations are quickly being damaged by the failure to manage quality in this fast-moving world.\u00a0So, following the LU project, we spoke with 25 senior Quality Professionals to discuss the challenges for quality. They all talked about\u00a0<strong>CHANGE &amp; UNCERTAINTY.<\/strong>\u00a0\u00a0In particular \u2013 6 key challenges for quality emerged:<\/p>\n<ul>\n<li><strong>The Consumer Challenge \u2013\u00a0<\/strong>consumers have more choice than ever before which is creating immense pressure on the time to market<\/li>\n<li><strong>The Reputation Challenge \u2013\u00a0<\/strong>performance data is readily available and accessed quickly by all<\/li>\n<li><strong>The Confidence Challenge\u00a0<\/strong>\u2013 product recalls have increased by almost 4.5 times in the last 25 years \u2013 this concerns consumers and lowers confidence<\/li>\n<li><strong>The Supply Chain Challenge\u00a0<\/strong>\u2013 research indicates that a supplier\u2019s ability to deliver in terms of quality, timeliness and cost is one of the most important risks to manage (75% put it in their top 3)<\/li>\n<li><strong>The Transformation Challenge \u2013\u00a0<\/strong>failure is not just restricted to delivery of products and services. The way that major change is mismanaged is damaging the reputations of high-quality brands<\/li>\n<li><strong>The Improvement Challenge \u2013\u00a0<\/strong>there are big opportunities to improve the value to society of better products and services that are not being sufficiently exploited<\/li>\n<\/ul>\n<h2><\/h2>\n","protected":false},"excerpt":{"rendered":"<p>Background Last year provided an Interim Head of Quality for London Underground&#8217;s Capital Programmes Directorate (LU CPD). \u00a0The introduction to that project started when LU CPD engaged us to investigate the potential development of a &#8216;formal quality system.&#8217; The purpose of the work was to improve project and programme delivery performance, specifically reviewing processes, systems&#8230;<\/p>\n","protected":false},"author":2,"featured_media":2414,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[9],"tags":[50,51,52,53,14,35,10,54,43],"class_list":["post-2570","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","tag-business-transformation","tag-head-of-quality","tag-interim","tag-london-underground","tag-quality","tag-quality-professional","tag-reputation","tag-supply-chain","tag-transformation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Redefining Quality for the London Underground | Oakland<\/title>\n<meta name=\"description\" content=\"Redefining quality for the London Underground. Quality can be hard to attain, hard to maintain and, in any large complex organisation, easy to lose.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Redefining Quality for the London Underground\" \/>\n<meta property=\"og:description\" content=\"Redefining quality for the London Underground. Quality can be hard to attain, hard to maintain and, in any large complex organisation, easy to lose.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/\" \/>\n<meta property=\"og:site_name\" content=\"Oakland\" \/>\n<meta property=\"article:published_time\" content=\"2017-03-15T14:36:12+00:00\" \/>\n<meta name=\"author\" content=\"ashSP\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@dataispeople\" \/>\n<meta name=\"twitter:site\" content=\"@dataispeople\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"ashSP\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/\"},\"author\":{\"name\":\"ashSP\",\"@id\":\"https:\/\/weareoakland.com\/#\/schema\/person\/9c5d5572c6a8cc07d6efa769ecd5acde\"},\"headline\":\"Redefining Quality for the London Underground\",\"datePublished\":\"2017-03-15T14:36:12+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/\"},\"wordCount\":541,\"publisher\":{\"@id\":\"https:\/\/weareoakland.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/#primaryimage\"},\"thumbnailUrl\":\"\",\"keywords\":[\"business transformation\",\"head of quality\",\"interim\",\"London Underground\",\"quality\",\"quality professional\",\"reputation\",\"supply chain\",\"transformation\"],\"articleSection\":[\"Insights\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/\",\"url\":\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/\",\"name\":\"Redefining Quality for the London Underground | Oakland\",\"isPartOf\":{\"@id\":\"https:\/\/weareoakland.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/weareoakland.com\/blog\/quality-london-underground\/#primaryimage\"},\"thumbnailUrl\":\"\",\"datePublished\":\"2017-03-15T14:36:12+00:00\",\"description\":\"Redefining quality for the London Underground. 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