Saturday, July 21, 2018

The Five Pairs of Key Elements in Organizational Quality Management

High-quality enterprise is comprised of high-quality people, high-quality products/services, and high-quality business capabilities/processes, etc.

Quality is doing the right thing right, the first time. Quality management ensures that an organization, product or service is consistent. In order to get quality out of anything whether it is people, process, or technology, organizations need to cultivate a climate that is conducive to growth rather than using catch-phrases that make things look good. Quality is not the job of one individual department, it is the responsibility of the entire company. Here are five pairs of key elements in organizational quality management.



Effectiveness & efficiency: Quality (Q= Efficiency + Effectiveness) is doing the right thing right, the first time, with no backlog and wastage and highest customer satisfaction rate. More specifically, effectiveness is about doing the right things and qualifying the business result; efficiency is to do what is effective, achieve productivity and high customer satisfaction with less operating cost, and keep the business running efficiently. That said, where there are ineffectiveness and inefficiency in business management, there are quality gaps existing. High quality refers to simplicity, increase transparency of the business environment through eliminating something which is not used for improving business efficiency. Quality management needs to be a cross-functional collaborative effort, not something one team does alone in a corner, in order to improve the entire digital business effectiveness and efficiency.

Performance & profitability: Quality management is the process through which certain characteristics of an object (product/service or a process) are achieved or attempted to being achieved. One of the ultimate goals for making high-quality products/services/solutions, or running a high-quality business is to improve organizational performance and increase business profitability. Often performance management and quality management need to go hand-in-hand, to tell the full story with the business context, and ensure the business as a whole is superior to the sum of pieces. Managing digital performance and improving business quality is an iterative continuum; it means the logical scenario of setting metrics, adjusting plans, implementing the strategy; inspecting the quality of products/services, measuring performance, and understanding results holistically. The core of quality management is about delivering the high-performance result, optimizing business operation management capacity with a keen eye to grasp growth opportunities, manage risks, and build the differentiated business capabilities.

Interaction and influence: Without human interactions, quality is not possible. Quality Management is the capacity to approach the change of system or process creatively and inspire support to develop and achieve milestones and goals across teams. Every business system is like three sides of a con, this side, that side and the integrative relationship between them. Quality Management is basically the fundamental purpose of serving the customer and meeting or exceeding their expectations, fulfilling employee satisfaction/engagement, and improving customer satisfaction. Quality management like “change management,” needs to be embedded into the corporate culture, it requires engaging all the people involved in working together as a team to excel in quality products/services delivery.

Reliability and responsiveness: Quality is to ensure that the organization’s systems are reliable and run when needed and when the users expect them to run, meet the needs of the business, don't waste time or have critical defects. Reliability is one of the significant quality aspects of the business. There is a day-to-day operation break/fix type of issue in running a reliable business, business management has to first stop the pain, take care of chronic operational issues and deliver much-requested upgrades and tactical solutions. With a faster pace of change and continuous disruptions, today’s digital dynamic enables companies to leverage their various environment or ecosystems, to change growth opportunities and accelerate business peed. Responsiveness is another important quality element because how successful organizations can handle digital disruptions depends on how fast and capable they can adapt to the ever-changing environment.




Maintainability & maturity: Getting fundamental is still critical to “keep the lights on” with efficiency, make sure systems running and following the preplanned schedule and performance standards. Most systems cost more to maintain than build, thus, maintainability is an important element of quality management. More specifically, to improve business maintainability, it is about automation and optimization, and monitor which will eventually enhance and improve organizational efficiency, increase productivity and achieve high business maturity. At the high level of maturity, it’s about putting profound knowledge, processes, and tools actually used in actions and delivering high-quality products/services/solutions.

Quality is crucial for the business to reach the next level of digital maturity. High-quality enterprise is comprised of high-quality people, high-quality products/services, and high-quality business capabilities/processes, etc, and the most important thing is that you need to define quality as management and quality as leadership. In practice, quality management should be the holistic management discipline with the variety of elements to build differentiated business competency. 

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