One of the most essential principles of quality management lies within the involvement of people during all steps of the improvement process. As the most important resource within any organisation, people at all levels are the very essence of the organisation. The involvement of people within each level is crucial to allow their abilities to be used for the benefit of the entire organisation. People or staff could be considered the fuel that drives the organisation, and a solid workforce relies largely on involvement – from the entry level employees who action out strategies all the way through to management levels who set goals and ensure that processes are implemented correctly. In this way, quality management relies on the involvement of people for the ultimate success in all processes and strategies.
How the Involvement of People Aids Quality Management
People play an important role across all aspects of the quality management process, with each person’s role playing a crucial part. The ways that the involvement of people assists quality management include the following:
- Take ownership and responsibility to resolve obstacles – each person within the organisation takes full ownership of their own roles and responsibilities, ensuring a more effective problem resolution process across the board.
- Actively seek out ways to make improvements, and improve competencies, knowledge and experience – each person within the organisation should have the chance to be proactive, by finding ways that aids improvement. Each person should also have the chance to improve their specific skills and experience to aid the company in achieving its goals and outcomes.
- Easily share knowledge and experience in groups – all people within the organisation have a right to share their knowledge, skills and experiences in groups. This facilitates a more effective organisation through the strengthening of departments and groups within the organisation, thereby assisting quality management by ensuring that departments are able to operate smoothly and more effectively.
- Focus on the formation of value for customers – each person within the organisation has a responsibility to add value for customers, on all levels of the organisation. Whether it is sales staff, customer relations staff, entry level staff such as receptionists or management, each person is required to create value for customers in any way that they are able to do so.
- Innovative in promoting the organisation’s goals – even the most entry level employee in the company should play a role in promoting the organisation’s goals. Innovation plays a strong role in finding new ways to further the organisation’s objectives, ensuring return on investment for all concerned.
- Improve the representation of the organisation to customers, local communities and the general public – all people within the organisation need to improve the representation of the organisation to all its stakeholders, from customers to local communities and other audiences.
- Assist people get satisfaction from their work – people who are finding their work rewarding and satisfying are far more likely to want to be involved in all aspects of improvement, as they have a vested interest. This means that employees should be able to find ways to address any concerns they have with workloads or tasks.
- Make people passionate and proud to be part of the organisation – the final aspect that determines how people are able to influence improvement is that they should be proud and excited to be involved in the organisation and its various processes. This will ensure that they have a personal interest in quality management, thereby motivating them to adhere to processes on their own accord.