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A quality management officer sits at his desk and uses a tablet to plan his company's quality management.

Quality management Definition, tasks and goals

Quality management (QM) in business is a systematic approach to ensuring the quality of products or services, meeting customer requirements and promoting continuous improvement. It includes all measures, processes and procedures aimed at ensuring and improving quality in all areas of the company. Effective quality management is an essential component for the long-term success of a company. Quality management systems and the use of quality management software support companies in establishing quality management.

Most important information on quality management

  • The Quality Management is a continuous improvement process in which companies constantly review and optimise their products, services and processes in order to increase quality.
  • Quality management is often based on international norms and standards such as the ISO 9001.
  • There are various responsibilities in quality management, such as the Quality Manager. The different roles depend on the size of the company and the industry.
  • Quality management systems represent a systematic approach to defining, implementing and continuously improving quality standards and guidelines.
  • Quality management software offers a variety of functions and tools to establish and centrally manage quality management in the company.

Content on the topic of quality management:

Quality management definition

Quality Management (QM) refers to the systematic approach to controlling and ensuring the quality of products or services in a company. The aim of quality management is to increase customer satisfaction, optimise processes and minimise the error rate.

It includes a variety of measures and methods aimed at ensuring and continuously improving the quality of a product or service from planning to delivery. This includes, for example, setting quality standards, establishing quality controls, training employees and analysing customer feedback and process data.

An important aspect of quality management is certification to international standards such as ISO 9001, which serves as a recognised reference for an effective quality management system.

By implementing effective quality management, companies can improve their competitiveness, gain the trust of customers and operate successfully on the market in the long term.

Quality Definition

Quality refers to the nature or characteristic of a product, service or process that makes it suitable to meet the requirements, expectations and needs of customers or other stakeholders. It is a measure of how well a product or service fulfils its intended purposes and how free it is from defects or faults.

The quality of a product or service can encompass various dimensions, such as reliability, functionality, durability, efficiency, safety and aesthetics. It is closely linked to customer satisfaction and has a significant impact on the image of a company and its positioning in the market.

In order to ensure quality, quality management processes are often established in companies to ensure that products and services meet the defined standards and requirements. The continuous improvement of quality is an important aspect of this in order to meet changing customer needs and ensure long-term success.

Quality Management Goals

The objectives of quality management are manifold and are aimed at controlling, ensuring and continuously improving the quality of products or services in a company. Here are some of the most important goals of quality management:

  • Customer satisfaction: A key objective of quality management is to meet or exceed customer expectations and needs. By providing high quality products and services, customer satisfaction can be increased and long-term customer loyalty can be built.
  • Error prevention: Quality management aims to identify and prevent defects before they occur. Preventive measures can reduce defects and rejects, which saves costs and increases efficiency.
  • Process optimisation: Continuous improvement of processes is the focus of quality management. By analysing and optimising processes, efficiency and productivity can be increased.
  • Compliance with standardsQuality management ensures that defined quality standards are met. These can be internal company guidelines or international standards such as ISO 9001.
  • Error detection and correction: If errors do occur, the aim of quality management is to detect, analyse and correct them at an early stage. This ensures that the errors are not repeated.
  • Employee participation and motivation: Quality management promotes the active participation of staff. Their ideas and experiences are used to improve quality, which can also increase motivation and commitment.
  • Competitiveness: By ensuring high quality, a company can strengthen its competitiveness and positively differentiate itself from competitors.
  • Trust and image: Another goal is to gain the trust of customers, suppliers and other stakeholders and to improve the image of the company.

By pursuing these goals, quality management contributes significantly to the long-term stability and success of a company.

Quality management tasks

Quality management has a variety of tasks and, by fulfilling them, contributes to meeting customer requirements, increasing efficiency and positioning the company successfully on the market in the long term. The tasks of quality management are:

  • The setting of quality targets
  • The development and implementation of quality assurance measures
  • The continuous improvement of quality
  • The measurement and monitoring of quality
  • Communicating with customers and suppliers about quality requirements
  • The training of staff in quality management
  • The documentation of quality systems

Quality management roles

In quality management, there are various roles and responsibilities that play an important part in implementing, monitoring and maintaining an effective quality management system. Here are some of the most important roles in quality management:

  • Quality Manager: The quality manager is often a leader in the hierarchy of the company. He is responsible for the strategic planning, implementation and coordination of the entire quality management system (QMS). The quality manager develops the quality guidelines and objectives, monitors the implementation of the QMS, coordinates internal and external audits and bears the overall responsibility for quality assurance in the company. The quality manager often reports directly to the executive board or management.
  • Quality Officer: The quality representative is usually a supporting role in quality management. He supports the quality manager in the implementation of the QMS and is often an expert on quality-related topics. The quality representative acts as a contact person for quality-related questions and concerns of employees, coordinates internal audits and assists in the preparation of certification audits. He helps to ensure that the QMS functions efficiently and that the quality objectives are achieved.
  • Quality Management OfficerThe term "quality management representative" is sometimes used as a synonym of "quality representative" and can refer to the same role. In some cases, however, it may be more specific and refer to a person who is responsible for the coordination and management of the QMS in a particular area or department within the organisation. For example, this could be a quality management representative for production or customer service.
  • Quality representative for specific areas: In larger companies, there may be quality officers for specific areas, such as production quality, supplier quality or customer service quality. These people are specialised in the specific requirements and processes of their areas of responsibility.
  • Quality Engineer: The quality engineer assists in the planning and implementation of quality improvement projects and initiatives. He uses statistical methods and tools to analyse quality problems and find solutions.
  • Auditor: The internal or external auditor is responsible for conducting quality audits to verify compliance with quality standards and procedures. He identifies potential for improvement and assists in the implementation of corrective actions.
  • Quality representative in production: In production, the quality representative monitors process quality, carries out spot checks and ensures that products meet the defined quality standards.
  • Training OfficerThe training officer is responsible for organising and conducting quality management training for employees. He ensures that all relevant persons are informed and trained about the requirements of the QMS.

These roles may vary depending on company size, industry and organisational structure. The above functions may also be performed by the same person, especially in smaller companies. However, a clear assignment of responsibilities in quality management is crucial to ensure efficient implementation and continuous improvement of the quality management system.

Quality management methods, norms and standards

Quality management methods, norms and standards play a crucial role in implementing and ensuring quality in companies. These methods, norms and standards provide companies with a structured approach to quality management and help to improve quality, minimise risks and gain the trust of customers and stakeholders.

DIN EN ISO 9000 is a series of quality management standards developed by the International Organisation for Standardisation (ISO). The abbreviation "DIN" stands for the German Institute for Standardisation, which is responsible for the adoption and publication of international ISO standards in Germany. DIN EN ISO 9000 defines the principles and terms of quality management and serves as a guideline for quality management systems. It forms the basis for other specific quality management standards such as ISO 9001.

ISO 9001 is an internationally recognised standard for quality management systems. It specifies requirements that a company must fulfil in order to ensure and continuously improve the quality of its products and services.

The EFQM model (European Foundation for Quality Management) is a European quality management model developed by the European Foundation for Quality Management. It serves as a framework for companies and organisations to assess and continuously improve their performance.

The EFQM model is based on the concept of Total Quality Management (TQM) and focuses on holistic quality, excellence and sustainable success. It takes into account not only the results of a company, but also the way in which these results are achieved.

Total Quality Management (TQM) is a holistic approach to quality management that aims to continuously improve the quality of products, services and processes in a company. It is a management philosophy based on the idea that quality does not concern only one department or function, but is the responsibility of all employees.

The PDCA cycle stands for "Plan-Do-Check-Act" and is a systematic method for continuous improvement. Steps are planned, implemented, checked and, if necessary, corrected in order to continuously improve the quality of products and processes.

Six Sigma is a structured method for process improvement that aims to reduce the error rate and maintain quality at a high level. Statistical tools are used to analyse and optimise processes.

The FMEA method is used to identify and evaluate potential sources of error at an early stage. This allows preventive measures to be taken to avoid errors or minimise their effects.

Kaizen is a Japanese concept for continuous improvement. It is based on the principle that small, incremental changes over time can lead to big improvements.

The 5S method aims to organise and standardise the workplace to create an efficient and quality-oriented working environment. The five S's stand for sort, systematise, clean, standardise and self-discipline.

The 7 principles of quality management

The 7 principles of quality management are:

The organisation should focus on the needs and expectations of customers and strive to understand and meet their requirements. Customer satisfaction is at the heart of quality management.

Effective leadership is critical to the success of the quality management system. Leaders should have a clear vision and strategic direction to lead the organisation to success.

All members of the organisation should be involved in the quality process. Their competence, experience and motivation contribute significantly to the achievement of the quality objectives.

The organisation's workflows and activities should be viewed and managed as processes. Identifying, understanding and optimising processes leads to efficient service delivery.

The organisation should continuously improve and look for ways to increase its performance and efficiency. Identifying potential for improvement and implementing it are key elements of quality management.

Decisions should be based on facts and data. The organisation should develop and use a data-driven decision-making culture to make informed and relevant decisions.

Companies need to build and maintain close relationships with their customers, suppliers and other stakeholders.

Implement quality management in the company

Implementing quality management in a company can be challenging. However, it is important to remember that quality management is not a one-time process, but a continuous process.

To implement quality management in your company, you can follow these steps:

  1. Create a quality management system.
  2. Train your staff in the principles of quality management.
  3. Implement a quality management manual.
  4. Create a quality management team.
  5. Measure the quality of your products, services and processes.
  6. Continuously improve the quality of your products, services and processes.

What are the advantages and disadvantages of quality management?

Careful planning and implementation can minimise the potential drawbacks related to the implementation of corporate quality management, while maximising the positive impact on the company's quality, customer satisfaction and competitiveness.

Quality management offers companies a number of benefits. These include:

  • Higher customer satisfaction
  • Higher productivity and efficiency
  • Better competitiveness
  • Reduced risks and errors
  • Improved occupational safety
  • Improved environmental management
  • Competitiveness

Here are some of the disadvantages of QM:

  • It can be expensive to implement and operate a QM system.
  • It may take time and resources to train staff in QM methods.
  • It can be difficult to get all staff involved in QM.
  • QM can be restrictive if implemented too rigidly.

The quality management control loop

The control loop in quality management is also known as the PDCA cycle, which stands for "Plan-Do-Check-Act". It is a proven concept that is used as a basic continuous improvement process in quality management practice. The cycle is based on a systematic approach to the continuous improvement of processes and results in a company.

The control loop in quality management is an iterative process that is constantly repeated to enable continuous improvement. It is an effective tool to promote a learning organisation and ensure that quality objectives are continuously monitored and adjusted to meet the changing needs of the business and customers. The PDCA cycle is used by companies worldwide as a proven method to increase efficiency, product or service quality and customer satisfaction.

Here are the four phases of the control loop in quality management:

The four phases of the quality management control loop: quality planning, quality control, quality assurance, quality improvement.

Quality planning (plan)

In this phase, the goals and processes for quality assurance are set. It involves identifying problems or potential for improvement, setting clear objectives and planning activities to achieve these objectives. The planning phase aims to create a clear vision and strategy for quality improvement.

Quality Steering (Do)

In this phase, the previously planned approach is put into practice. The planned measures and improvement activities are implemented and put into practice. This can include, for example, the introduction of new processes, training for employees or the implementation of process optimisations.

Quality assurance (check)

In this phase, results and processes are monitored and reviewed to determine whether the set goals have been achieved. Measurements, data analysis and audits are carried out to assess performance and verify whether the targeted improvements have been achieved.

Quality improvement (Act)

Based on the results of the review, appropriate corrective measures are taken in this phase. If the set goals have not been achieved or potential for improvement has been identified, appropriate adjustments and optimisations are made. These steps are intended to ensure that the company continuously improves and that the quality goals are achieved.

The quality management system

A Quality management system, also known as QMS or QM system abbreviated, is a structured and documented system that encompasses all activities, processes, procedures and resources of a company to ensure and continuously improve the quality of products or services. The QM system supports companies through a structured approach to quality management in the following points:

  • Implementation of quality standards and controls
  • Identification of potential sources of error and risks in processes
  • Introduction of preventive measures
  • Analysis and optimisation of processes
  • Suggestions for improvement by employees
  • Documentation of all quality procedures and measures
  • Implementation of international standards requirements

Which companies should introduce a QM system?

There are a number of companies that are legally obliged to implement a quality management system (QMS). These include companies that operate in certain industries, such as the automotive industry, the aviation industry or the medical technology industry. In addition, companies that offer certain products or services, such as food, pharmaceuticals or medical devices, are legally required to introduce a QMS. The legal requirements for the introduction of a QMS vary depending on the industry and the product or service. As a rule, companies that are legally obliged to introduce a QMS must comply with a standard such as ISO 9001:2015.

In principle, all companies with high quality standards, regardless of their size or sector, should introduce a quality management system (QMS).

Definition of quality management software

You will find an Quality management software is specialised application software that helps organisations to efficiently plan, implement, monitor and improve their quality management processes. These software solutions are designed to facilitate the management and control of quality standards, policies and measures. They serve as a central tool to ensure the quality of products, services and processes and to support compliance with international standards and legal regulations. Such a software solution always serves to increase the efficiency and effectiveness of quality management, improve transparency and promote continuous improvement. The introduction of quality management software can be of great benefit to companies of all sizes and in all industries, helping to increase quality and improve customer satisfaction.

Quality management software usually offers various functions and modules tailored to the specific needs of quality management. Common functions include:

  • Document management: The software enables the central management of quality documents such as manuals, procedural instructions, work instructions and other documents relevant to the QMS.
  • Audit management: The software supports the planning, implementation and documentation of internal and external audits to verify compliance with quality standards.
  • Corrective and Preventive Actions (CAPA): The software facilitates the detection of deviations, problems or errors and enables the implementation of corrective and preventive actions to address them and prevent them in the future.
  • Training management: The software supports the organisation and administration of training courses for employees in the area of quality management.
  • Risk management: The software enables the identification, assessment and monitoring of risks that may have an impact on quality.
  • Supplier management: The software supports the evaluation and monitoring of suppliers to ensure that they meet quality requirements.
  • Key Performance Indicators (KPIs): The software provides functions for recording and evaluating performance indicators to assess and improve the effectiveness of the quality management system.

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Conclusion

In summary, it can be said that the use of quality management in a company is of crucial importance and helps to optimise processes, increase customer satisfaction, reduce costs and promote the sustainability of the company. A well-designed and effective quality management system significantly increases the long-term success and competitiveness of a company.

Quality management software supports this process with a variety of functions, enables responsible persons such as quality managers or quality representatives to work together collaboratively and centralises important quality processes.

Not only companies that are legally obliged to introduce quality management should deal intensively with the topic of quality management, but also companies that attach importance to quality and continuous improvement of the company's products and services.

Caroline Schwabe
Latest posts by Caroline Schwabe (see all)

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