Quality management: how quality is defined, implemented, monitored and optimised

What does quality management mean?

Quality Management (short QM) is about the guarantee and optimisation of the quality of your services, products or processes. But what is quality in the context of quality management? In general, quality is subjectively evaluated. For instance, whether one car brand is better than another is perceived completely different by two people. The reason: their view on quality is based on subjective standards. Quality management however, is about objectivity instead of subjectivity. The ISO 9001 standard for quality management defines quality as the degree of fulfilment of customer needs and expectations. So quality management is a systematically planned approach to matching services, products and processes with customers’ needs and expectations. On a practical level, methods of quality management are being implemented in a Quality Management System.

The seven principles of quality management

The ISO 9001 standard is based on seven principles which will show you that quality management is mostly a strategic decision for your company. The seven principles of quality management are:

1. Customer orientation: The customer is the focus of all quality measures. It is important to meet their needs and expectations in order to increase customer satisfaction and ensure customer loyalty. The understanding of quality continues to grow with the needs and expectations of customers. According to the definition of quality management customers means both business customers and end customers, but also employees.
2. Managers: In terms of quality management managers act as role models. They exemplify the values of a company and promote the strengths of the employees. Managers are always focused on the fulfilment of the company’s goals.
3. Motivation: Only motivated employees succeed to meet and improve the quality standards of their services, products and processes. This involves for example trainings and performance reviews but also acknowledgement of the performance in order to enhance the motivation.
4. Process orientation: A process oriented approach focuses on those processes that are important within the framework of the quality management objectives. Inefficient processes are not part of the methods in quality management – they are identified and removed from the agenda.
5. Improvement: Quality standards are not only achieved once. Per definition of quality management they have to be monitored and improved constantly.

6. Fact-based: It is the duty of the quality management to make fact-based decisions that are based on reliable and current information and data. This ensures objectivity.

7. Relationships: The relations to employees, team and area managers as well as suppliers and other internal or external stakeholders that are important for the quality management have to be maintained.

Get to know us and let us consult you on the seven principles and the most important quality management tools.

A holistic benefit for companies, employees and customers

The use of quality management involves various factors on different levels. Nevertheless, all quality management tools are recorded uniformly and systematically so that the inclusion of the company, employee and customer levels always results in transparent processes. According to the definition quality management thus follows a holistic benefit.

Company Level

• Improvement of internal processes

• Acceleration of operational processes

• Increase of the efficiency

• Cost reduction through error prevention

• Increase in profits

• Receiving necessary approvals, test seals and certificates

Staff Level

• Sharpening quality awareness

• Increase of motivation

• Promoting personal responsibility

• Improving working conditions

• Improving internal communication

• Clarity for internal structures and responsibilities

• Job security

Customer Level

• Improvement of the services or products

• Growing customer satisfation

• Long-term customer loyalty

• Traceability of data and results

• Obtaining a recognised standard for quality assurance

Which benefits of quality management can we explain to you in more detail? We would be happy to answer all your questions in an initial meeting.

In practice: what is a Quality Management System?

A Quality Management System (short QM-System) controls your internal quality standards and the needs and expectations of your customers that are brought to you externally. Through continuous adjustments and improvements the QM system is dynamic and can react promptly to any changes in the environment. So it is not a fixed set of rules, but gives you the opportunity to play out your individuality and needs in the company. The ISO 9001 standard is the oldest and best known standard in quality management and defines the minimum requirements to a Quality Management System. With a certification in accordance with ISO 9001 you show that your Quality Management System is implemented has been implemented according to a recognised standard. Arrange an initial meeting with us now and find out more about ISO 9001 certification.

Benefits and costs of a Quality Management System

With a Quality Management System that is certified according to ISO 9001 you show inwards and outwards that quality plays an important role in your company. On the one side you generate trust and security among your customers and business partners and on the other hand a certified Quality Management System is often considered a requirement for a cooperation with certain customers and business partners. An ISO 9001 certification also serves as proof of quality for tenders at national and international level. The cost for an ISO 9001 certification depends on various factors, such as the size of the company, the number of employees, the industry and the complexity of the necessary quality management processes. In case you need more information about the benefits and costs, we will be happy to support you with a detailed quality management consultation.

Support by a Quality Management Officer

Quality is not achieved by chance. With the support of a Quality Management Officer you let measures and structures emerge in your company that make quality plannable, controllable and repeatable. That way the Quality Management Officer can for instance be appointed along with the introduction and certification of a Quality Management System. The Quality Management Officer is responsible for the following tasks:

• Planning, introduction and continuous optimisation of the des Quality Management System in accordance with ISO 9001

• Conducting quality management audits

• Monitoring processes and procedures

• Preparing analyses

• Responsibility for quality management documentation

• Advising the company management

• Carrying out staff training

Quality management for future-oriented companies

Why is quality management so important? There are many reasons that speak for quality management. On the one hand, many companies face the challenge of retaining their customers. With a well thought-out Quality Management System, they can better plan, direct, control and improve the quality of their services, products and processes. Ideally, this ensures customer loyalty in the long run. On the other hand, companies gain a competitive advantage and stand out from the competition for instance through their faster services, products and processes. In addition, certain quality standards are mandatory in some industries, for example in the medical sector. Finally, a well thought-out Quality Management System can increase the efficiency of a company. It is no coincidence that there is a great deal of overlap between quality management tasks and leadership training. An intensive examination of the quality ensures a continuous growth of your company. Thereby, quality management becomes one of the most important control elements for future-oriented companies.

We believe that with quality management in place, your company will have more satisfied employees and customers. Find out more about our offer now.