Whether you operate a software business or the food, hospitality and travel industry Quality management systems are essential to ensuring customer satisfaction and promoting growth. A comprehensive approach to quality management will allow your company to focus on areas that need to be improved and those that are working well. A robust system ensures that opportunities to improve and streamline process don’t slip through the cracks.
Integrating the voice of the customer is a key component of a successful quality management strategy. A system that is effective will incorporate a survey, review or call center process in order to identify issues and track your progress. This helps take the guesswork out of prioritizing the things that need to be changed and identifying areas for improvement.
Another important aspect of a quality management system is the ability to act swiftly when opportunities arise. An efficient system in place, and backed by the appropriate technology, can make this process much simpler. It’s difficult to swiftly act on ad hoc procedures based on a subjective interpretation and human error.
Quality management is a mix of quality assurance (QA) as well as quality control, as well as quality improvement. It involves identifying areas where your company’s performance does not satisfy the needs of your customers and implementing changes to close the gaps. In addition to utilizing QA methods, it’s crucial for businesses to effectively communicate with customers, employees and suppliers in order to implement these changes. The framework CMMI, as an example is focused on communication as an essential element of enhancing quality management.
