To enhance brands and bottom-lines, focus on quality. Quality is the degree to which a product or service satisfies, or is perceived to satisfy, express or implied requirements. A high-quality product or service exceeds expectations—or is perceived to do so. Price or fees, aesthetics, functionality or other attributes are typical hallmarks of quality.
To deliver high-quality products or services, implement an effective quality management system (QMS) based on the following seven principles identified by the International Organization for Standardization (ISO):
- Customer-focus – Aim to meet and exceed customer expectations;
- Leadership commitment to quality – Without the right tone at the top, it is difficult for the organization to achieve high quality in its delivery of products and services;
- Develop people – Everyone in the organization should be competent, well-trained, engaged and empowered to take ownership of quality.;
- Process-based – Processes and activities in the organization are interrelated and impact each other and overall quality (positively or negatively). Do not evaluate processes and activities in a vacuum.;
- Improvement – Perceptions of quality evolve; continuous improvement is essential. The standards which customers may have accepted in the past may change with technological and other advancements.;
- Evidence-based – Use data from surveys, error and non-conforming product reports, and audits, to measure and therefore focus on quality; and
- Relationship management – Manage relationships with stakeholders to ensure quality. For example, build good relationships with the supply chain (based on prompt payment of invoices and other practices). This may guarantee timely delivery of the high-quality materials needed to make high-quality products.
Implement and maintain a QMS based on the above principles, to delight customers and other stakeholders. For example, comply with do-not-call and other telemarketing laws, for high-quality marketing activities that do not irritate consumers or attract the wrath of regulators. Read more about quality management principles on the ISO’s website here.
Log in to Volume III – Operations and Marketing, in Finance and Accounting PolicyPro, including OP 6.12 – Do Not Call Registry, for the policies and other tools to help you implement and sustain effective quality management systems based on ISO and other standards.
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