Understanding Quality (1)

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Understanding Quality (1) by Mind Map: Understanding Quality (1)

1. The relationship between Quality Management and Human Resource Management

1.1. • • • • •

2. Purpose of Quality Management

2.1. - Purpose of a quality management system is to ensure every time a process is performed, the same information, methods, skills and controls are used and applied in a consistent manner. If there are process issues or opportunities, this is then fed into the quality management system ensure continuous improvement.

3. Principles

3.1. - Ensures high quality product or service - Increase efficiency and productivity - Ensures customer satisfaction

3.2. - Customers focus - Leadership - People Engagement - Relationship Management - Evidence based decision making - Process Approach - Continuous Improvement

4. Importance

5. Emphasize

5.1. - Characteristics of a product or services - Delighting or placing customers - Total customer service satisfaction - Compliance with policies and procedures

6. Benefits

6.1. - Customers loyalty - Competitive advantage - Customer recommendation - Reduction of cost

7. Measures

7.1. - Reliability - Responsiveness - Assurance - Tangibles

8. The Needs and Expectations

8.1. •Through - Performance - Appearance - Availability/Delivery - Durability - Price

8.2. •Through - Deliver quality customer support - Map your customer journey - Measure customer satisfaction - Be consider in customer communication

9. Organization

9.1. Human Resource

9.1.1. - It is defined as the process How to manage employees in a company and it can involved hiring, firing, training and motivating employees. As an example of human resource management is the way in which company has a new employees and trains those new workers.

9.2. Quality Management

9.2.1. - It is an act of overseeing all activities and task needed to maintain a desired level of excellence. Quality management Includes the determination of quality policy, creating and Implementing quality planning And assurance and quality control And quality improvement.

9.3. - Organization is an organized body of people with a particular purpose, specially in business, society, association, etc.

9.4. Total Quality Management ( TQM)

9.4.1. Role of TQM

9.4.1.1. - The role of TQM is the continual process of detecting and reducing or eliminating errors in manufacturing, streamlining supply chain management, improving the customer's experience and ensuring that employees are up to speed with training.

9.4.2. - It describes a management approach to a long-term success through customer satisfaction. In a through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, services, and the culture in which they work.

9.4.3. - TQM is a participative, systematic approach to planning and implementing a constant organizational improvement process. Its approach is focus on exceeding customer's expectations, identifying problems, building commitment, and promoting open decision-making among workers.

9.4.4. Significance of TQM

9.4.4.1. - a primary focus of TQM and most quality management systems is to improve customer satisfaction by having a customer focus and consistently meeting new customers expectations. It emphasize the need for your business to clearly communicate to the customers exactly what you will deliver to avoid misunderstandings.

9.4.4.2. - TQM can have an important and beneficial effect on employee and organizational development. By having all employees focus on quality management and continuous improvements, create long-term success to both customers and organization itself.

9.5. Strategic Management

9.5.1. - It is the outgoing planning, monitoring, analysis and assessment of all necessities on organization needs to meet its goals and objectives. Changes in business environments will require organizations to constantly access their strategies for success.