What is Quality Management?

In the business world, Quality Management is a system that ensures its product and/or services are consistent in output/outcome.  Management define activities, processes and functions that are detailed in a quality policy and its implementation is dome through means of quality planning and quality assurance and quality control.

ISO9001 Standard – Quality Management Systems

This standard (and once accredited) show that a business satisfies its quality processes by meeting regulatory requirements and focuses on continual improvement.  It is an internationally recognised standard across 160 countries and consist of seven quality management principles.

  1. Customer Focus
  • Understand the needs of existing and future customers
  • Align organisational objectives with customer needs and expectations
  • Meet customer requirements
  • Measure customer satisfaction
  • Manage customer relationships
  • Aim to exceed customer expectation
  1. Leadership
  • Establish a vision and direction for the organisation
  • Set challenging goals
  • Model organisational values
  • Establish trust
  • Equip and empower employees
  • Recognise employee contributions
  1. Engagement of people
  • Ensure that people’s abilities are used and valued
  • Make people accountable
  • Enable participation in continual improvement
  • Evaluate individual performance
  • Enable learning and knowledge sharing
  • Enable open discussion of problems and constraints
  1. Process approach
  • Manage activities as processes
  • Measure the capability of activities
  • Identify linkages between activities
  • Prioritise improvement opportunities
  • Deploy resources effectively
  1. Improvement
  • Improve organisational performance and capabilities
  • Align improvement activities
  • Empower people to make improvements
  • Measure improvement consistently
  • Celebrate improvements
  1. Evidence-based decision making
  • Ensure the accessibility of accurate and reliable data
  • Use appropriate methods to analyse data
  • Make decisions based on analysis
  • Balance data analysis with practical experience
  1. Relationship management
  • Identify and select suppliers to manage costs, optimise resources and create value
  • Share expertise, resources, information and plans with partners
  • Collaborate on improvement and development activities
  • Recognise supplier successes

These principles assist businesses in setting the expectations of the products/services that they deliver and then training can be implemented to ensure that all employs understand these processes and expectations of outcomes.  One of the best companies to showcase the quality management system is McDonalds.  Every time you order a cheeseburger, there is a quality process that requires a set amount of sauce, onion, pickles and meat on the bun – this is consistency in the product.

With this in mind, your business can adapt the quality management framework without holding the ISO accreditation.  By introducing this framework, you will be cementing your processes and activities within the business and ensure consistency no matter who undertakes the tasks to produce the products/services.  Management can then look at the continual improvement process to make sure the product/service is always competitive with its competitors.

To see the full article click here to go to the link in this quarter’s Matters Magazine

What is Quality Management?