Quality management is a way of ensuring that standards are high throughout your whole organisation.
To build a quality organisation, your management must oversee constant improvement as well as implement change where necessary.
The idea of a quality management theory is to continuously improve every single process in the organisation. However, the quality management system must start at the top, as the term suggests. Therefore, good leadership is essential.
Quality management procedures must not be misplaced – the organisation should not fall into the trap of doing the right things for the wrong purpose, because even if improvement is achieved in the wrong areas, little good will result.
True quality management means paying constant attention to the continuous, measured improvement of all the processes – and that means service as well as manufacture. As good customer service and satisfaction are among the main objectives, suitable response to customer feedback is essential.
Managers must lead the improvement in more senses than one, as management is itself a service.
For more on quality management, see the articles below.
