Everything you need to know about Quality Management

Want to know everything about quality management? You've come to the right place. Here you'll find everything you need to know about quality management and how you can measure and improve it.  

 

What is quality management?

Quality management is about securing and improving the quality of a product, production process, service or organization and touches all parts of the organization that contribute to the final result. The quality of (parts of) products, services and processes is mapped through internal and external audits.

Internal audits are periodic audits, initiated by the own organization and carried out by auditors employed by the organization. External audits are carried out on behalf of external, certification bodies. An example is the well-known ISO certification. 

External and internal quality

External quality

The external quality is determined by the customer. Because customers have different expectations, external quality is subjective. Managing customer expectations and brand perception is becoming increasingly important in quality management.

Internal quality 

The internal quality is about all the steps that add value to the end result but are invisible to the customer. It can be expressed in the ratio between the actual number of errors made and the identified risk of errors. 



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Quality management trends and developments

Quality management is becoming increasingly important and complex. Notable trends and developments are:

  • quality management is becoming increasingly important and complex 
  • customers are becoming increasingly demanding
  • data collection is becoming more sophisticated

Automatic data collection and analysis

The world of quality management is becoming increasingly important and complex. Many organizations are trying to keep up with this manually. Anyone who wants to keep a grip on quality can better automate the collection and analysis of data.

Customer-oriented approach is essential

Today's customers are demanding, well-informed and know what they want. Regardless of the product or service, everything has to be right. The delivery, the service, the accessibility... If organizations are unable to deliver in accordance with customer demand, customers go to the competitor just as cheerfully. Experiences and opinions are spread via social media. Negative, unfortunately, even sooner than positive. A customer-focused approach is essential to resist these threats and turn them into opportunities.

Predict what customers want

A current trend is to make customer satisfaction forecasts based on previously collected data. About two years ago, it was still special to be able to contact a company's customer service via social media or chat. Nowadays this is standard. In fact, if you don't get an answer within an hour, customers already become impatient. With predictive knowledge, shop owners already know what customers want the moment they step in. Purely based on previous experiences!

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Quality management as part of Experience Management

What is Experience Management?

With Experience Management you listen with equal attention to what customers (Voice of Customer), employees (Voice of Employee) and business results (Voice of Business) say. In recent years, customer feedback in particular has received a lot of attention. But with that alone, your perspective is too limited. Listening to employees also provides a lot of valuable information. The same goes for the business results. After all, what are all those satisfied customers and happy employees worth if you don't achieve the desired results under the line?

Also read the blog: How feedback from customers and employees contributes to better quality 

Three pillars within quality management

The sport is to structurally include all subareas in your quality management system. Experience Management is a relatively young discipline, a combination of business administration, organizational science, change management, psychology and marketing. By combining the voice of customers (VOC), employees (VOE) and the organization (VOB), you create insight into the whole and make the right decisions for the entire organization.



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How to improve quality?

Successfully improving quality management is subject to two golden rules:

  1. You need the entire organization
  2. Adjustment is a continuous process

All organizational layers on board

Just making random improvements on the fly does not have the desired effect. Make your quality management successful by involving all organizational layers. Only then will you realize improvements on three levels: strategic, tactical and operational.

Managing quality is a continuous process

It is crucial to set up the right quality measurements in all three areas (customer, employee and business). After that - together with the rest of the organization - you can tackle the problem areas, thus structurally improving the performance of the company. In this way you continuously contribute to satisfied customers, loyal employees and a healthy company. Within the integral approach Experience Management this looks as follows: 

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From mandatory measurements, to actual improvement

Suppose you start with a quality measurement (MEASURING) because you are obliged to do so as an organization. For example, because of quality standards such as ISO, NEN, HKZ and AQAP. When you automate the measurement, you can better ANALYZE the results. By disseminating the results within the organization, you involve others (ACTIVATE) in the intended change. In this way you go from a mandatory measurement to the realization of improvements together (MOTIVATE) that have a positive effect on the quality of the organization as a whole!

Good foundation for further development

If a step is missing or not implemented at a sufficient level, opportunities to improve or motivate employees are missed. When everything is in place, and the entire organization is aligned and actively participating, the foundation is laid to exceed the expectations of customers and let the organization grow.

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E-Book: The Power of Experience Management

What is Experience Management (XM)? Why is it so important and how do you measure and track it? Download our e-book and gain insight into Experience Management.

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What is a quality system?

Quality management requires a quality system. Because anyone who wants to focus on quality will have to map out all processes that are related to it. A quality system is a system for directing and controlling an organization with regard to quality.

To guide and control quality in the right direction, quality management software can help. By automating and digitizing all your surveys, forms and checklists in one place, you have all the time you need to focus on improving quality!



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How can quality management software help?

Organizations often find it difficult to translate an overload of quality measurements into improvements. How do you involve the entire organization in measuring and improving quality? How do you set up your quality system as a continuous process? Think carefully about what you want to measure and how and when you can best do so. Continuous data collection with checklists and audits is the basis of every quality management system. But often this is still done manually, on paper or in Excel.

Get rid of paper forms

Digitizing your forms and checklists makes the continuous collection of data very easy. This saves you time that you can spend on what really matters: making measurement-based improvements and really focusing on quality. Software helps you to continuously collect relevant data, providing insight into points of improvement that lead to the right adjustments to improve quality.

 

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Whitepaper: Audits, forms and checklists

Digitizing quality management, a development that is relevant in all sectors. In this whitepaper you will learn how to do this and which advantages you might gain.

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Essential features in quality management

Smart features make digital measurement and quality improvement very easy. 

Quality management app

Make giving feedback or filling out forms as easy as possible for users or respondents by using a multi-channel approach with multiple devices (mobile app iOS, Android, tablet, smartphone and desktop). 

Video, audio and photo support

By offering the possibility for the auditor to add videos, audio or photos to the findings, it becomes clear at a glance what possible areas for improvement are. Pictures or videos say more than 1,000 words and this also reduces the chance of discussions afterwards.


Conditions and margins

Is a result right or wrong and why? Determine in advance the margins within which an assessment is right or wrong, so that there is no ambiguity about it afterwards.

Integrated scoring

By adding scores (percentage or 10-point scale) you let the most important parts of your checklist outweigh other, less important parts.


Triggers & Alerts

Triggers and alerts allow you to automatically share insights with the right people in the organization, so that areas for improvement can be followed up immediately.

Real time reports

In the fast-paced world we live in, you can't get away with outdated data. Make sure your reports are always up to date with the latest data and based on the latest version of standards and regulations.

Visually attractive reports

Avoid boring tables and graphs. Activate quality awareness with visually attractive reports and infographics, making it more manageable and viable in the organization.

How can CYS software help? Read this blog



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