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Companies engage in quality management to ensure their efforts meet a consistent level of excellence. Essentially, quality management entails overseeing all activities and tasks needed to maintain that excellence.

Quality control and assurance departments have been around for a long time, but quality management is relatively new. It involves the creation and implementation of quality planning and assurance, plus control and improvement. As it has evolved, quality management has developed processes that are pivotal to an organization’s growth and management.

Central to the concept is empowering employees to own it, to be so accountable for a company’s quality that it defines their attitude. Employees define an organization. They need to be inspired and guided.

Quality management addresses quality from different angles, including planning, control and improvement. Some of the more common quality management techniques include …

  • Establishing sound hiring and training practices.
  • Carefully designing the company’s product or service.
  • Creating detailed problem-solving plans. One popular method entails repeatedly asking, “Why?” until the root of the problem appears. 
  • Maintaining efficient processes to consistently create the product or service.
  • Using checklists and charts to follow processes and uncover obstacles.
  • Reviewing and revising processes to ensure they yield expected results.
  • Constantly improving, no matter how small those improvement are. 
  • Measuring results beyond the financial aspects.

The goal of any quality management program is to create processes that will ultimately yield customer satisfaction. The concept is also called total quality management.

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