Quality Management


When the language comes to quality management (QM), you might think of the value of a manufactured product. But quality management does not always put the customer’s requirements in the foreground. In business administration, quality management is a broad term and generally stands for the fulfilment of requirements, i.e. the qualitative improvement of process management and structures.

This includes all measures for planning, controlling and optimizing business processes, which are based on the goal of achieving the previously defined quality of a product or service.

Step one is therefore to define the requirements in order to compare the target-performance status in the second step: Have the targets been achieved? To what extent does the quality correspond to the optimal state?

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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:

  1. Balanced results are to be achieved.
  2. The customer benefit is to be increased.
  3. Leadership is based on vision, inspiration and integrity.
  4. Steering is done through processes.
  5. Success comes from working with and respecting people.
  6. Innovation and creativity should be encouraged.
  7. Trusting partnerships are to be established.
  8. 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


How does quality management help your company?


The ultimate goal of quality management is a secure establishment and growth of the company in the market. To achieve this, customers must be satisfied and internal processes must be optimized. Quality management is a voluntary tool, but you can have the achievement of your goals officially certified according to DIN EN ISO 9001 and EFQM model.

It creates trust, promotes the relationship with your customers and improves internal processes. You gain at every level in your company. A central aspect is the development of your employees, which is why quality management works closely with personnel controlling.

Professional quality management requires a quality manager, which is even required by law in sensitive areas such as aviation and healthcare. Ideally, he or she should have experience or even certifications in process and project management.


Typical tasks of the quality manager:

  • Assuring and improving the quality of a product or service
  • Monitoring process flows (process management)
  • Monitoring project processes (project management)
  • Implementation of all requirements as defined by DIN EN ISO 9001 or EFQM
  • Employee training and optimization of operational human resources (HR)
  • Preparation of analyses, documentation and reports with the help of the QM software
  • Planning and implementation of audits
  • Participation in the further development of the QM system


Instruments of quality management


One of the most important parameters for quality management are figures. These important data must be constantly updated and ready for interpretation. At the same time you need an interface to personnel controlling. In the digital age, the right software is therefore indispensable and facilitates the collection of figures enormously.

With Q-Matrix™ you get a connection between quality management, personnel development and process management according to DIN EN ISO 9001. Monitor competence development, get support in skills management, develop quality strategies and recognize risks and opportunities early on.

Q-Matrix™: Quality management, personnel planning, competence development


Q-Matrix™ is a system for employee motivation and satisfaction, increase of customer satisfaction and lets you recognize the need for optimization of internal communication structures.

Our quality management tool provides valuable information for developing the right strategy. Complex diagrams help to visualize complicated processes and support your quality manager in successful process management and presentation to decision makers. In addition, Q-Matrix™ provides you with numerous tools for measuring quality and analyzing the data obtained.


Meaningful key figures and indicators


With Q-Matrix™ you can rely on meaningful key figures regarding the past, the current situation and the future development of the personnel structure. To prevent the data package from getting too out of hand, the individual use of convenient index key figures and target/actual comparisons are integrated in the Q-Matrix™ evaluation and analysis tools. Indicators and temporary key figures provide you with clear indications of development potential and possible problem areas at any time.


QM support through effectiveness control according to DIN EN ISO 9001 and ISO/TS 16949


Q-Matrix™ supports you efficiently in measuring, analysing and improving quality key figures for a clear presentation of the performance of the entire company, but also of individual departments and areas. Thanks to the versatile analysis tools, existing and determined data are highlighted according to their importance and condensed to the variables that are important to you.

From this data, targeted measures for personnel development and quality assurance can be derived. Optimised controlling of measures allows the desired success and the sustainable effectiveness of the measures to be verified and continuously improved. Q-Matrix™ also provides you with suitable means for documenting the effectiveness controls required by DIN EN ISO 9001 and ISO/TS 16949 for training and instruction.


Q-Matrix™ makes competence development and qualification measurable


Q-Matrix™ is also an ideal companion for internal and external audits in the areas of personnel development and qualification management. Necessary or prescribed verifications and documents are created directly for measures or employees. With Q-Matrix™, you make competence development and quality measurable, clearly presentable and above all comparable.

Sustainably and optimally trained personnel ensures your company motivated employees, higher customer satisfaction and economic success. The Q-Matrix™ team and our intuitive HR software complete solutions will be happy to accompany you on this path!