Quality management goals do not always have to be changed when you are trying to increase specific targets – these goals can also be changed even when your teams are effectively getting results. Like any other processes, initiating a quality improvement system focuses on addressing current issues, adhering to specific standards, meeting pre-determined objectives and striving for continual improvement across the board. Much as any other goals that you set for your organisation, these quality management goals may change at any point in order to get the results you desire. For instance, if you are a product manufacturer who is aiming to reduce customer returns, you may find that your quality management system has enabled a notable result in terms of this reduction. Do you then move on to other goals, or do you consider ways to improve on your excellent results?
When to Change Your Quality Management Objectives
A big part of implementing a successful quality management programme lies in constantly seeking areas of improvement. Reducing customer returns for example will have a significant effect on your sales and customer service, but even when goals are being met, there are a number of ways that they can be improved even further. These could include the following tips:
- Revise your goals to be harder to fulfil. In the example above, you could change the percentage of returns you wish to reduce to an even lower percentage. This will ensure that you do not grow complacent when the basic minimum has been met.
- Add additional related goals to current goals. Along with improving customer returns, you could also address other customer concerns. This could include an improvement across your service department, increased positive feedback or even a more effective way to allow customers to give their feedback on your products.
- Consider other processes that are not being measured. If you have a brick and mortar shop or outlet to sell your products, you could begin to track and measure the helpfulness of floor staff in aiding customers that are in the store. If you deal with suppliers or retailers of your products, you could measure your supplier relationships.
By reviewing and updating your process goals on a regular basis, and tracking your measurements to compare against previous results, you will be able to get the most from your systems. Goals do not have to be set in stone – the aim of continuous improvement is to evolve your improvement at all times, after all. Through evaluation and measurement, you will be able to implement your quality management system with the best chance of success.