Shaping Quality Management Processes
Whether you offer services or products to your customers, ensuring quality to your customers is vital to help to shape a better and more profitable business. You cannot, however, just expect quality and especially if you are running a busy and hectic company you need to have good quality management processes in place to ensure that quality is consistent throughout the organisation.
Before setting the processes involved in quality management, you need to decide what kind of level of service you are expecting in other words, to write a quality policy which sets out a baseline level for the quality you expect each member of staff in your organisation to give. With this policy, everybody knows where they stand and exactly what is required of them in their day to day work tasks.
Quality management isnt only about ensuring customers are happy, although youre likely to want to include a way in which you handle complaints and customer feedback in your management processes but it can also benefit the business in a number of different ways. It will help, for example, to track make records of invoices and receipts in a more efficient and effective way, ensure your staff members are correctly trained and working towards their personal development aims alongside good HR processes and an overall higher level of service or product.
Once youve identified your quality policy, and the areas you would like to cover, the next step is to outline the processes which you already have in place youll find that even if you dont think you have processes in place, there will be a few informal ones you already use. If youve noticed problem areas, or find places where you think there should be some improvement, this is the time to tweak the way in which you work to iron out any of these issues.
Check these processes against the quality policy youve written and identify any that will need processes adding to them to ensure your policy can be upheld before creating a process document. It is really important to remember that your quality management system should adapt and change as your company develops and as new issues arise youre unlikely to get it right first time, so dont be afraid to make changes until you get it right.
You shouldnt be afraid that your business is too small to have a quality management system in place. In fact, smaller companies have a big advantage over large companies when implementing systems of this nature, because having the processes in place early gives a good framework for development and growth.
Remember to include forward thinking processes in your organisation; ensure someone is keeping up to date with the latest changes in legislation and regulations to keep your business one step ahead of the wheel.
Although there is no reason why companies cannot simply use their own resources and people for the task of setting up a quality management policy, help can always be found if youre looking for an expert to give you a hand. Business consultants can help you really lay down good processes and there are standards that you can be accredited to so that you can prove that your quality management system really is of a high quality.