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Quality management as a strategy - Coggle Diagram
Quality management as a strategy
Quality may be associated with effectiveness, through delivering customers what they want and efficiency through a reduction in costs ad waste through continuous improvement
Quality relates to meeting both internal and external customers' requirements that have been formally agreed
While there are many different approaches to defining quality, these are often about consistent conformance to customers' expectations
Quality assurance refers to the actions a firm takes to ensure that its products, services and processes meet the quality requirements of its customers
Quality management refers to systematic policies, methods and procedures used to ensure that goods and services are produced with appropriate levels of quality to meet the needs of customers
Many companies have implemented a quality management system; a systematic and proactive approach to managing quality based on documented standards and operating procedures
The pursuit of quality and excellence is a strategy, enabling differentiation and cost leadership, therefore for many organisations quality is a concept that can be and should be omnipresent, permeating the organisations strategic context, content, planning and realisation
It is often an organisation wide concept, that ripples through almost every aspect of the organisation and its activities
Quality goals are articulated through the corporate strategy
Leadership, strategy and the quality culture can be used to develop and ensure a customer and continuous improvement orientation by all employees
Quality management is concerned with influencing behaviour, the way that employees think and act in every aspect of their work
How an organisation can compete on quality deliberately and strategically using 8 metrics
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality
Organisations with a quality management perspective can often be recognised through the adoption of certain management principles - such companies will have a customer focus seeking to understand and meet their needs - they will have a concern with measuring customer satisfaction and will define the customer both internally and externally to the organisation
Leaders within the organisation will be focused on quality objectives and people at all levels of the organisation will embrace quality principles
Such organisations will have a process approach and emphasise the need for continual improvement
Decision making in such organisations will normally be based on data analysis and factual information
They will also seek to pursue beneficial suppler relationships that support their quality focus