Previously, we discussed how Quality can be “part of the team.” As we come to the close of this election cycle (with much thanks and relief), today we delve into how “retail politics” can help Quality be more successfully integrated into everyday activities. “Retail politics” is a campaign style of meeting and speaking directly to as many voters as possible. Speaking to voters face-to-face allows “direct contact” so candidates can appeal personally to voters and ask for support.

For Quality to make a difference, it needs to be seen. Making direct contact with people allows you to appeal to employees so they have a favorable impression, which raises the level of awareness of Quality and its importance in their daily lives. It is about getting out of your office, away from email and connecting with people, otherwise known as MBWA (Managing by Walking About).

MBWA involves managers walking around, in an unstructured manner, through the workplace at random, to check in with employees, equipment, or on the status of ongoing work. MBWA builds rapport among team members — a better method than emailing from behind closed doors. It helps Quality be more visible, connect, share ideas, and invite suggestions for how to do things better. Along with keeping your finger on the pulse of what is happening in your organization, employees are likely to be more engaged if they see you and speak with you frequently than if they don’t see you.

Key MBWA elements:

1. Listening to what people are saying;
2. Asking questions and providing encouragement and guidance;
3. Transmitting company values face-to-face and being prepared and able to give people on-the-spot help; and
4. Gaining buy-in for changes in Quality practices, or learning how they are being received.

Here are suggestions for how to make MBWA part of your management style:

1. Make MBWA part of your daily routine.
   Block off time as you would for meetings. Dropping in on employees’ workspaces for informal chats is most effective when not part of any fixed schedule. You may learn more by seeing what is going on when people aren’t prepared for you. Commit to doing MBWA for 30-45 minutes
2. Hold meetings in others’ offices/spaces rather than yours.
   This forces you out of your office and puts you in a different environment where people can feel more comfortable rather than being summoned to Quality’s office.
3. Leave the quality badge at home. Don’t criticize.
   This is an opportunity to learn, ask questions, solicit suggestions and ask people what could be done differently. Also, recognize good ideas or people doing things that are in compliance. It is not a time to “walk a beat” and look for problems.

Here is an interesting video by Tom Peters, co-author of In Search of Excellence and a management consultant and leadership guru, discussing MWBA.

Next Time: What interests you? Please send along suggestions. SOP Questions? Brexit and Pharma Quality? What topics interest you?