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Glossary

Quality Management

Introduction

Quality management is a central term in modern business and refers to the planning, control, and monitoring of processes to achieve or exceed established quality standards. The goal is to increase customer satisfaction, make business processes more efficient, and minimize potential risks. Quality management includes a variety of methods and tools that enable companies to continuously improve their products and services.

Quality Management in Detail

Quality Management (QM) is an organizational approach that aims to continuously improve the quality of products, services, and processes within a company. Customer satisfaction is the focus by meeting or exceeding customer requirements and expectations. QM includes numerous methods and tools that can be applied at various levels to enhance quality and secure the company's competitiveness.

Fundamentals of Quality Management

Quality management is based on four fundamental principles:

     
  1. Customer orientation: The needs and expectations of customers are at the center of all activities. Customer satisfaction is the ultimate goal.
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  3. Process orientation: The quality of a product or service is determined by the entire process leading to its creation or provision. Therefore, continuous improvement of processes is essential.
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  5. Leadership responsibility: The company's management is responsible for the introduction, implementation, and monitoring of QM systems and measures.
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  7. Continuous improvement: Quality management is an ongoing process that requires constant adjustments and improvements to maintain or enhance quality.

Methods and Tools of Quality Management

In quality management, various methods and tools are used to analyze and optimize the quality of products, services, and processes. These include, among others:

     
  • Quality planning: Systematic planning of quality objectives and measures to achieve them.
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  • Quality control: Managing processes to ensure compliance with quality standards.
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  • Quality assurance: Reviewing processes and outcomes to ensure compliance with quality standards.
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  • Quality inspection: Continuous monitoring and measurement of quality to identify weaknesses and uncover improvement potential.
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  • Quality audit: Independent review of QM systems and processes to assess their effectiveness and efficiency.
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  • Quality circles: Regular meetings of employees to identify quality issues and develop solutions.

Quality Management Systems and Standards

To ensure effective quality management, various QM systems and standards have been established. The most well-known are:

     
  • ISO 9001: The international standard for quality management systems, which defines requirements for the organization, documentation, and verification of QM systems.
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  • EFQM Excellence Model: A comprehensive framework for quality management that helps companies assess and continuously improve their performance.
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  • Six Sigma: A methodology for process improvement that aims to reduce the number of errors and variations in procedures.
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  • Lean Management: An approach to increase efficiency and quality by eliminating waste, process variations, and bottlenecks.

Quality Management in Practice

The successful implementation of a quality management system requires the commitment of company management and the active participation of employees. The following steps should be considered:

     
  1. Definition of quality objectives and standards
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  3. Establishment of a QM system and selection of suitable methods and tools
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  5. Training employees in the use of the QM system and applied methods
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  7. Integration of the QM system into daily work and company culture
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  9. Continuous review, evaluation, and improvement of the QM processes
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  11. Regular communication of quality objectives and results to employees and customers

An effective quality management contributes to increasing customer satisfaction, enhancing the efficiency of business processes, and securing long-term business success.