All the stakeholders in a company need to work together to improve business process and make sure the products, services, and culture are generating customer satisfaction. These goals can be achieved with a quality management team.
Quality management defined
Quality management oversees the tasks of a company that promote excellence in the product and the organization. The quality management team creates a quality policy, engages in quality planning and assurance, implements quality control and strives for quality improvement. These goals are achieved by setting long-term goals and creating short-term initiatives to reach them. This is also called total quality management, abbreviated TQM.
What it means
Quality management stems from the philosophy that a company is most likely to succeed if it focuses on customer satisfaction. This is not only important for the product, but for all facets of the business that enhance the customer experience.
The principles of quality management
There are eight principles of Quality Management Standards (QMS) that are defined by international standards. Companies that are focused on improving their standards can gain a lot of insight from these principles.
Customer focus
This is the first principle because the overall philosophy hinges on customer satisfaction. It stresses to try to meet or exceed customer expectations in the product and when it is delivered.
Leadership
This principle describes the importance of having clear goals and objectives in an organization. More employee engagement in the goal process leads to higher motivation and better communication throughout the company.
People involvement
This principle stresses efficiency which optimizes performance, lowers costs and creates greater confidence within the organization.
Process
This principle stresses improving processes that speed up production and improves all business outcomes.
Systematic management
This principle deals with integrating all processes in order to create a harmonious and effective overall system. The correct management hierarchy will integrate processes effectively.
Continue to improve
Don’t rest on your laurels. Always strive for new ways to innovate and improve efficiency. Pay attention to new customer feedback and trends.
Look at the facts in decision making
Avoid quick reactions in the business environment without examining data and performing an analysis first. Make informed decisions.
Supplier relations
Maintain beneficial relations with suppliers to build long-term relationships and promote flexibility to changes in the market.
With a thorough and logical approach that keeps customer satisfaction at the core of business philosophy, a business will avoid costly mistakes. It’s a very competitive world, so use every tool available to gain a competitive edge.