QUALITY MANAGEMENT: What is the philosophy behind it? What's important? How do you develop a strong and distinctive quality conciousness of all your employees?
Quality - what it is...
- Under the term ‘quality’,people might understand different things, such as ‘perfect execution of work’, ‘no customer complaints’, ‘no scrap or rework’ or ‘passing the quality audit’ etc.
- Simply spoken, Quality is the degree of which objectives are achieved’. This implies the necessity to define (plan) quality (customer) targets and then to measure (assure) quality goals.
Quality - how it works...
- Every single employee is involved in the creation of quality with her or his task. As a chain is only as good as its weakest link, it is important that everyone carries out the work to her or his best ability
- Self-checking and confirmation by the employee for the own performed work is therefore so important to ensure that no errors reach the customer, and that immediate feedback is given in case quality concerns or issues raises.
Qualtiy - why it's done...
- Quality products and services build up a stromg market reputation because customer will trust the products and the brand.
- A quality focused operation is lean, avoids cost of poor quality and increases long term profitability.
- People like to contribute with their work to a good (quality) product. They hat to do repeat work tasks, only because there are no learning out of mistakes.