QUALITY MANAGEMENT in organizations plays a crucial role in delivering quality that the customers and the market expect. Unfortunately, the quality management approach is sometimes too traditional, knowing that quality is essentially a major competitive advantage. The role of quality management can and should go much further than the basic approach, ie obtaining certificates, meeting specifications, and so on.

Good quality management practice not only provides that standard basic approach, but also pushes the entire organization towards continuous process improvement and standardization, linked to customer satisfaction and other important performance indicators. Good quality management protects the interest of the customer within the organisation - 'quality through the eyes of the customer'.

The right quality strategy and focus will therefor have a positive impact on customer satisfaction, warranty costs, number of orders, market share, lead-times, stock level, and so on.

In other words, there is an opportunity for every organization to question the quality management approach.

Following questions can give direction :
 

• 'Should we differentiate quality according to customer, product or market ?'
• 'How is quality perceived and measured by the customer ?'
• 'Who is really responsible for quality ?'
• 'Do we have a quality Dashboard ?'
• 'Do we measure cost of poor quality ?'
• 'How much quality control is needed ?
• ...

How can we help ?

• Quality Assessment - analysing quality performance, identifying gaps and drawing up an improvement plan
• Quality Management - supporting your organisation with (interim) Quality Management
• Quality Management System - setting up or (re)organizing your Quality Management System
• 'Cost of Poor Quality' - setting up a system to measure and monitor COPQ
• Complaint handling - support with large customer complaints, design of a complaint handling process, etc.
• Training - train your quality staff in quality management and tools
• ...