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Quality has many different definitions. In today's business world, there are many different definitions of what quality actually is. Business quality can be defined as understanding and satisfying customers' needs in order to improve business results. This is continuously improving of processes, products and services, as well as behaviors and attitudes. Make sure that everything the organization does, and improves is customer concentrated and that they can notice it.
any additional attributes that makes the product or service is noticed and attractive to customers and gives them the satisfaction.
All organizations are based actions of his company to meet the needs of clients. TQM is a fundamental task of addressing, understanding and the search for future customer needs.
meeting the needs of customers in high somehow, is more strict. increases a growing intolerance for the products and service of poor quality.
customer is the reason why companies exist, and their loyalty is the way in which companies can measure their success.
In most situations, customers can make a choice, from what source they wish to receive the product or service, to one cortex provide them with satisfaction with the quality they will receive. All organizations strive to ensure that this already become a main provider of the best quality of what the client would choose.
some countries have developed a customer satisfaction index. and so, for example, The American index contains sections in which it is delivered high quality products and services. They are:
retail and finance
utilities and services
manufacturing durables and non - durables
the super-performing Organizations are not only concerned about meeting the needs of their clients, but give them more than you need a client with. Such advances can be a very wise move when you understand how to keep this positive gesture in the memory of the client.
a customer-focused Organizations put a lot of effort in finding and applying for satisfy future customer needs, as well as discover them.
These companies possess certain model of the exchange of information between the company and the customer in order to better fulfill its role. are the usual questions about:
meet customer expectations
estimate for the company
the most important problems and Complaints against the company
customer suggestions for product improvement
how to enhance the products or services
how to react to customer comments and suggestions most important of all is in contact with the client.
Complaints and customer satisfaction and is one important factor that determines customer satisfaction. many different organizations have their own way of measuring these complains. in what way the company can handle the complaint has a huge impact on how customers will remember the company and how will I receive in the future. the organization should have its own strategy and plan how to proceed in a situation where a customer is dissatisfied. They should be measurable, realistic, achivable. needs are changing all the time and it depends only on and pouring it into the company whether it will be able to keep up with new trends. customers because they really never are satisfied
efqm is also known as the European model for quality management. eqm model helps organizations understand their Strengths and potential gaps in relation to the objectives and targets of the company. improvement of communication inside and also outside the company. routes and better organization of future plans and assumptions, as well as finding and removing gaps and duplication of the same assumptions. assistance in organizing a better structure for the management system
EFQM model shows a better and more transparent view on organizations, management techniques it uses. allows for better connection to them together into a coherent whole.
they use the results of your self assestment in creating business planning processes and the EFQM as a project review. EFQM model consists of 9 eng. can be further distinguished five Enablers, or what the organization is doing. next 4 fields are the results, which reveal what the organization is reached. that the organization achieves the results as a Best environmental reached as much as possible, it must develop and improve their processes, which is usually what he does.
Leadership - clear direction to develop organisation objectives
Polisy & strategy - clear values and aims
People - develop peoples potential
Partnerships & resources - develop partnerships and manage resourcesÂÂ
Processes - manage and develop its processes
Customer results - satisfy customers expectation
People results - satisfied and fulfilled people
Society results - perform as responsible member of society and community
Key performance results - maintain a systematic approach to performace
RADAR is a key word to this model
Results - organisation needs to determine the results as a part of its policy and strategy. It covers companies performance.
Approach - plan and develop approaches to meet the results
Assestment and Review - assess and review the achived results
Under the name of the ISO hides the International Organization for Standardization. ISO standards are not only the previously mentioned family of ISO 9000 Among the ISO standards you can meet a lot of standards that apply to other than the quality management systems. Among them are the most popular standards ISO 9001, ISO 14001 (environmental management), ISO 27001 (information security).
This standard may apply to all organizations, regardless of their size and type. It is focused on understanding and meeting customer requirements, and therefore the specific needs of your organization, adopting a process approach, provide the results of the effectiveness of processes and their continuous improvement, based on objective measurements. This standard recommends the inclusion of organizational processes PDCA cycle, also known as the Deming cycle.
The main requirements of the ISO 9001 standard include: the introduction of supervision and records, management commitment to building a quality management system, systematization of management, the establishment of the product realization processes, as systematic measurement (customer satisfaction, products, processes).
All these requirements are described in detail in this standard and include eight principles of quality:
customer orientation (heading the organization of the market is dependent on its customers);
Leadership (management of the organization develops its prospects);
involvement of people (most valuable asset are the people the organization);
process approach (effectiveness and efficiency of organizations depends largely on the quality of the processes in it);
System approach to management (quality management is regarded as the management of mutually related processes);
continuous improvement (permanent objective of the organization is carried out in the continuous improvement of its processes);
factual approach to decision-making (making decisions based on the analytical, logical or intuitive analysis of all available data and information);
mutual benefit in relations with suppliers (creating mutually beneficial relationships with suppliers of materials and services gives organizations a guarantee of high quality).
The ISO 9001:2008 consists of nine chapters of which chapters 4 to 8 contain requirements. If the organization meets all the requirements of this standard (allowed exemption requirements of Chapter 7.3, 7.5), may apply for issuing the relevant certificate. It is stressed that ISO 9001 is a standard accepted and recognized worldwide.
The charter mark is a national standard for quality in the UK on improving customer service in the public sector. focuses on areach such as setting standards, providing consultation and customer satisfaction. enjoyment CM helps to identify what customers need and how to ensure it all. This is to ensure the customer is most important, Promoting choice and flexibility and innovation in public services. CM has a positive effect on employees of their dedication and service they provide
Charter continuum can help organisations to achieve CM by addressing core aspects of the criteria.
- Customer insight allows the companies to consult with customers and use those information in the design and delivery of the service
- The culture of the organisation - more customer focus culture within an organization
- Information and access - how information and access to services can be improved from customer point of view
- Delivery - monitor delivery of services to the customers and ensuring that problem can be easily and quickly fixed
- Timeliness and quality of service - measurable and timely responses to the customers beginning in the single department and finishing on the whole organisation.
Investors in people is a standard that helps organizations transform ther business performance. The fliexible approach allows employees from different sectors to use the same framework.
IIP focuses on consulting and support us in achieving the intended goals
IIP consists of three main components:
Plan-developing strategies for organizations
to-to implement these strategies
Review-Evaluating the strategies.
Juran Total Quality Management approach to managing an organization in which every aspect of the business is carried out taking into account the pro-quality look. Participate in it all staff through teamwork, commitment, self-control and continuous upgrading of skills. The aim is to achieve long-term success, which are the source of customer satisfaction and benefits to the organization and its members and for society.
Total Quality Management is based on several assumptions
- The involvement of every employee in the company improve its business
- Optimizing processes work organization, motivation
Long-term use of methods
8 Principles of TQM
System approach to management
Making a decision based on facts
Bilateral beneficial relationships with suppliers
Deming believed that 94% of all quality problems arise at the fault of management, which must be involved in quality management and quality assurance. However, the Board should remember that the decisions on these matters should be taken together with the employees.
According to him, to effectively manage the quality of statistical thinking is needed, that is, knowledge of statistical methods, the use of these methods and to draw
He created the 14 principles of Deming
The creation of solid targets for improving the quality of products and services that are targeted to achieve competitive advantages
Application of a new management philosophy. You must change the approach to the idea management
Resignation of the methods of mass surveillance as a means of quality assurance
End common practice choice suppliers solely on the basis of price
Continuous and never ending improvement of production processes and services that result in improved quality, productivity and reduced costs
The introduction of modern methods of training
The introduction of institutional leadership direct supervisors to assist employees in making high quality products, without paying attention to the quantitative standards
Rejection of fear so that everyone can work more efficiently for the company
Breaking down barriers between departments of the company
Elimination of all forms of promotion to encourage the achievement level of "zero defects"as well as high productivity
Removal of quantitative standards, management by numbers and numerical goals. Removal of authentic leadership substitutes, and the eradication of management by objectives.
Removing barriers that prevent workers and managers are proud to carry out their work
The introduction of intensive training programs and to encourage continuous self-improvement
The involvement of all employees in the process of transformation
While William Edwards Deming focused in their guidelines for the control, it mainly says Juran on planning as the primary source of good quality product.
The Newcastle upon Tyne Hospitals NHS Trust provides a first class private service offering speedy access to the consultant of your choice, with all the support that choosing one of the country's top performing teaching hospitals and winner of the Dr Foster's Hospital of the Year 2004 brings.
The organization shall establish, document, implement and maintain a quality management system and continually improve its effectiveness in accordance with the requirements of this International Standard.
The organization should:
- identify the processes needed for quality management system and their application in the organization,
- determine the sequence of these processes and their interactions,
- determine criteria and methods needed to ensure that both the operation and control of these processes
- ensure the availability of resources and information necessary to support the operation and monitoring of these processes,
- monitor, measure and analyze these processes,
- implement actions necessary to achieve planned results and continuous-improvement of these processes it.
The organization should manage these processes in accordance with the requirements of this International Standard.
Quality management system documentation should include:
- documented statements of quality policy and quality objectives,
- a quality manual
- documented procedures,
- the documents required for the organization to ensure the effective planning, operation and control of its processes.
The organization shall establish and maintain a quality manual that includes:
the scope of quality management system ,including details of any exclusions It should establish a documented procedure to define the controls needed:
- review and update as necessary
- To ensure that changes and current revision status of documents
- ensure that documents of external origin are identified and their distribution controlled,
Top management shall provide evidence of its commitment to the development and implementation of quality management system and its continuous improvement by:
- communicate the importance of meeting customer needs, statutory and regulatory requirements,
- establishing a quality policy,
- ensuring that objectives are established quality
- conducting management reviews,
- ensuring the availability of resources.
Top management shall ensure that customer requirements are identified and met in order to increase customer satisfaction.
Top management shall ensure that the quality policy:
- is suitable for the purpose of the organization,
- includes a commitment to meet the requirements and continually improve the effectiveness of quality management system
- is communicated and understood within the organization,
Responsibility, authority and communication
Top management shall ensure that responsibilities and authorities are defined and communicated within the organization.
Top management should designate a member of management who, should have responsibility and authority that includes:
- Ensuring that processes needed for quality management system are established, implemented and maintained
- reporting to top management on the operation of the quality management system and any need for improvement,
- ensuring the promotion of organization-wide awareness of customer requirements
Top management shall ensure that appropriate processes are established communication within the organization and that communication takes place regarding the effectiveness of quality management system.
Top management shall review the quality management system at planned intervals to ensure its continuing. This review shall include assessing opportunities for improvement and the need for changes in the quality management system, including the quality policy and quality objectives.
Records of the management review.
Personnel performing work affecting product quality shall be competent on the basis of appropriate education, training, skills and experience.
Competence, awareness and training
- determine the necessary competence for personnel performing work affecting product quality
- provide training or take other actions to satisfy these needs,
- evaluate the effectiveness of actions taken,
- ensure that personnel are aware of the nature and importance of their activities and how they contribute to the achievement of quality objectives,
- maintain appropriate records of education, training, skills and experience.
The organization shall determine, provide and maintain the infrastructure needed to achieve product requirements:
- buildings, workspace and associated utilities,
- process equipment (both hardware and software)
- supporting services (such as transport and communications).
The organization should define the work environment needed to achieve product requirements and manage the environment.
7. Implementing the product / service
7.1. Planning of product / service
The organization shall plan and develop the processes needed for product realization. Planning of product realization shall be consistent with the requirements of other processes, quality management system.
In planning product the organization should determine:
- quality objectives and product requirements,
- the need to establish processes, documents, and resources
- required verification, validation, monitoring, control and research
- records needed to provide evidence that the realization processes meet requirements
7.2.2. Review of product requirements
The organization shall review the product requirements. This review should be carried out prior to commitment to supply a product to the customer The review should ensure that:
- set out requirements for the product,
- addresses the conflict between the requirements specified in the contract or order, as defined previously,
- the organization is able to meet certain requirements.
If the client has passed the requirements in the form of undocumented, the organization must confirm the customer's requirements before acceptance.
Where product requirements are changed, the organization shall ensure that all relevant documents have been amended and that relevant personnel are made aware of the changed requirements.