Determining the Worth of Your QMS Strategies
To simplify things, let’s say that there are three basic phases that occur during a successful QMS implementation: Zero Defects, Holistic Growth and Customer Satisfaction. Breaking down these phases shows more insight into what each one means:
- Phase 1: Zero Defects
We have discussed the concept of Zero Defects in Quality Management before – this is the idea that aiming for perfection is the best way to reduce mistakes and problems in a far bigger way than simply striving for the ‘adequate’. The majority of companies are either still in this phase, or they have passed it as they understand the importance of taking a no holds barred zero tolerance for mistakes approach. Processes are developed, KPIs are monitored and best practices are followed across the board. Think of this as the starting phase in a race against corporate decay – you need to be fit, equipped and ready to go.
- Phase 2: Holistic Growth
The next leg of the race is all about empowering, growing and thriving. Here, the entire company is involved, and not just the ‘plan setters’. Each individual staff member is responsible for meeting the company’s goals as well as any that they may have for themselves or their department. As more value is placed on the people and programs, value is gained through developing a company rooted in a culture that makes improvement important. The more people want to work in such a company, the better it is for customers, service levels, quality levels and the bottom line.
- Phase 3: Customer Satisfaction
Here is where the race gets tougher – unlike a traditional ‘start to finish’ line, there is a continuous loop that never stops going. Customer satisfaction is a primary goal, but not one that will ever be met with finality. In other words, this is a goal that will remain present with every single new strategy that is set in motion. It is also something that involves a number of departments and employees – sales, marketing, workers and management – in order to achieve value. It is something that is top of mind for all, and as such, this is also where the most tangible value can be found. After all, if customers are happy and buying what you have to sell without complaints or lack of interest, you must be on the right track, right? You might have picked up on a common element in these phases – the involvement of people. How do you think people influence value in Quality Management Systems? Share your thoughts below – we’d love to hear from you.