What is quality management?
Quality management is important. Optimized quality binds your customers to your product, gives you a good reputation and therefore more reach. In this way, you can ensure that your company will have a sustainable market share in the future.
To achieve this, you need to review all processes and structures in your company and adjust them if necessary. The objectives are very different: For example, even a stationery manufacturer from the low-price sector has special quality requirements, but these can differ greatly from those of a high-priced medical company.
The DIN EN ISO 9001 and the model of the EFQM (European Foundation for Quality Management) form a generally valid framework. Customer orientation has a high priority, but also the role model role of the management, stakeholder management as well as the motivation and competence of the employees are important factors on your way to the targets. If it hapens at one point in the entire process that your product undermines in the company, this has a negative effect on the end result.
Quality management according to EFQM
The EFQM released its model in 1988. It is intended to provide companies with a holistic view of themselves and to support them in self-assessment and improvement.
Nine criteria, composed of five prerequisites and four results, form the basis of the EFQM Model:
- Management, strategy, employees, partnerships and resources as well as processes, products and services
- Customer, employee and company related and key results
Since 2010, the following basic principles apply:
- Balanced results are to be achieved.
- The customer benefit is to be increased.
- Leadership is based on vision, inspiration and integrity.
- Steering is done through processes.
- Success comes from working with and respecting people.
- Innovation and creativity should be encouraged.
- Trusting partnerships are to be established.
- Responsibility for a sustainable future is taken.
Quality management according to DIN EN ISO 9001
Since about the beginning of the 2000s, ISO 9001 has been one of the world’s most widely recognized standards for quality management in companies. It is based on a process-oriented approach, i.e. it understands all procedures in a company as a process that can be optimized. In its current version of 2015 (as of November 2019), DIN EN ISO 9001 contains the following seven basic principles, which are not dissimilar to the EFQM model:
- Customer orientation and sustainable success – both the expectations of customers and the interests of stakeholders must be fulfilled
- Leadership – the company management acts as a role model
- Commitment of people – employees of the entire company should be committed and competent (points 2 and 3 are closely interwoven)
- Process-oriented approach – the multitude of interrelated processes must be coordinated
- Continuous Improvement Process (CIP) – constant optimization is the key
- Fact-based decision making, – in order to make the best decisions, objective criteria such as figures should be used in addition to subjective factors
- Relationship management – Corporate communications ensures, both internally and externally, that interest groups are included and taken into account