Quality management is, without a doubt, one of the most relevant concepts for any business to thrive. After all, it is crucial that every product or service is inspected and has the highest possible quality to satisfy and retain customers. But, for this, it is necessary to take some care and measures.
What company does not want to have the highest standard in all its operations, in all its processes, however small they may be?
Running a business is not easy, and you know it very well. There are many details in everyday life that can make a difference for good and for bad.
Customers’ pain should always come first – and it’s good to get that clear as soon as possible.
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It goes through an assertive, organized quality management and disciplines the success of the mission of always having satisfied customers.
In this article, we speak better what this term means. In addition, we discuss your benefit in companies and how this can be applied.
Combined? Good reading!
Let’s go in parts: what is quality management?
Quality management is a system that helps managers. She works in the complete evaluation of the clients’ pain. It is crucial for any business to focus on the customer.
In addition, it helps you to have an assertive strategic planning focused on people’s needs.
There is no closed scope for this. Not even a script that says what this mission is and how it should be faced.
Therefore, we can understand it as any action aimed at improving the organization. So that the company has control over its processes.
Its usefulness lies in more accurate customer service. It targets your demands by improving the products and services delivered.
Therefore, it is not always something “official”, which involves certifications or something like that. It is, rather, a good internal practice that any organization needs to do.
But of course certificates such as ISO 9001 are valuable to companies. They are clear and direct synonyms of correct quality management. It’s a crucial performance certificate.
A little history: when did quality management come about?
This managerial process takes us back to World War II. Its origin dates back to this period.
After all, there was an urgent need to correct errors in the manufacture of war products. At this time, there was a lack of greater control – and the statistic stood out.
It was popularly called “process control”.
However, time made this term change until it reached what we know today as more common. But going back a bit.
In 1931, Walter Andrew Sherwart (American physicist, engineer and statistician) decided to clarify some concepts about quality.
In fact, he is known as “the father of statistical quality control”. At the time, he began a study on quality in industries and other production sites.
This proved to be necessary because the concept of “quality” is and has always been very relative. What might be fine with me may not be with you.
Therefore, it was always difficult to establish a standard, a unanimity. That’s where CEP ( Statistical Process Control ) was born.
There was also the creation of the PDCA cycle, a method used to solve problems and constantly improve processes.
Over the years, other engineers and statisticians contributed. All have improved quality management as we know it today.
The principles of quality management
Quality control is a task that demands attention to detail.
But, it’s more than that. After all, it must take place within a few principles. AND
it must make sense to everyone (company and customers). These principles are basic and mandatory.
They are for entrepreneurs to have an overview of how their company is doing:
- handling your production;
- meeting the needs of its customers;
- meeting the wishes of its employees.
That said, we can highlight by principles:
We’ve said it before, but it’s always good to point out. All actions and activities need to be focused on the mission of how to delight the customer.
It is therefore necessary to deliver beyond what the customer asked for. Not only your basic pains should be attended to. It is necessary to exceed your expectations.
Leadership is crucial to the success of any strategy, in any industry, in any company.
Leaders must ensure that their teams are with the motivation for high production. Above all, of course, involved and engaged in improvement processes.
Those who make it happen on a daily basis need to be immersed and convinced about how to act in pursuit of better quality management.
Therefore, having qualified people are the key to the success of the entire mission. When they are in tune with best practices and focused on customer success, things go into gear.
The process management is essential for the control of all that is done. Without control, there is no management.
And you know it very well. Map the methods and resources used and have a way to measure everything. Only then will you know if you are doing well or badly in your actions.
Another essential point within quality management refers to the systemic vision that managers need to have.
Only in this way will it be possible to see, internally and completely, the processes that are related to each other and make improvements on them – if necessary.
Processes need to be constantly evolving. They need to keep up with the pains of their customers and, therefore, the improvement cannot stop.
Every company needs to understand that improving itself is essential. This guarantees to remain competitive and ahead of the competition.
Above all, this task is made easier when you resort to digital transformation to do so.
For effective management and continuous improvement, it is necessary to monitor everything that happens in the company.
Again technology is crucial here. After all, it is with her that you have complete data.
It is through it that you know where the bottlenecks that prevent business from growing are located.
Relating to the ecosystem is vital. Whether with customers or suppliers, it doesn’t matter.
The relationship is the lifeblood of the business (excuse the cliché); So it’s up to the managers and CEO to have good connections. They must look for strategic partnerships.
Seek to deliver even more value to customers in the products and services offered.
Factors for effective quality management in companies
Quality management has changed a lot over the decades. We saw its origin in the war period. And the start with greater zeal about what was produced.
Companies look for processes with standard and system. Processes that embody the mission, vision and values of the business.
And even if it doesn’t involve certification, controlling quality involves the principles mentioned above. Furthermore, it is a way of working assertively and safely.
It serves to know the standards of how the company will operate. There is to have a more solid path to generate value for those who consume you.
That said, be aware that the application of quality management does not mix with improvisation.
Planning. Planning and executing the plan within the established terms and deadlines: this is vital.
And here again: monitor and take control of what gets done. For this reason, we have separated into some factors for you to always be successful in quality management:
- Structure a management system well. In other words, have clear instructions and step-by-step instructions;
- Understand the customer’s perception. Know the relationship it makes between the price and the quality of the final product;
- Make people see value in what you sell. Don’t sell just for having the lowest or fairest price;
- Always empower your team. Only then will it be in tune with what customers need and what the competition does;
- Use technology as an ally to manage all types of processes;
- Conduct constant feedback meetings and review strategies.
These are some steps to have quality management in your company. There is no closed formula, no script to be followed.
The crucial thing is that you and your team focus on what the customer needs. From there, they can work on actions to delight you more each day.
So, how can we help you?
Enjoy and read two articles that will help you to have better processes in your company.
The first addresses the OKR methodology and how it leverages the results of any business.
The second talks about the ABC Curve, how the Pareto Principle helps to identify problems in organizations.