Quality management in the sustainable growth of organisations

The concept of quality management is not new. But in recent years it has been gaining more and more ground due to its strategic importance for organisations.

More than just standards and procedures to fulfil, quality management contributes to increased competitiveness and, at the same time, sustainable growth.

The importance of quality management for organisations: What is Quality?

Increased competitiveness and changes in consumer habits, concerns and behaviour, as well as access to more information and choice, have made consumers more demanding and discerning, leading to an evolution of the concept of "Quality" over the years.

Organisations are no longer just concerned with producing defect-free products or providing the agreed service, but also with increasing productivity, reducing costs and improving the quality of their solutions.

Quality Management is a strategy of continually striving for high standards, which aims to ensure that what we do is fit for purpose for the organisation, and that we don't just stay that way, but that we continue to take advantage of opportunities to get better and better.

Quality Management is, therefore, about making organisations perform well for their stakeholders, from improving products, services, systems and processes, to ensuring that the whole organisation is fit for purpose and effective.

Customers are one of the most important stakeholders for most organisations, but others such as employees, investors, suppliers and society in general are also stakeholders. To achieve an acceptable level of quality in an organisation, you need to know who your stakeholders are, understand what their needs are and satisfy those needs, or better still, exceed their expectations.

Quality as a Strategy

Quality management is not just about following the rules and requirements of international standards, much less just aiming for certification. It is much more complex and extremely important for organisations, and it must be practised every day, in all sectors and hierarchical levels.

Organisations must not see Quality Management simply as one more thing to do, just a department; on the contrary, they must use this management system to their advantage, to develop and evolve.

Quality Management should be seen as part of the organisation's strategy, as it can help improve its overall performance and promote a solid foundation for sustainable development initiatives. When we see quality as a strategy, we realise that it creates ramifications for any other system that is implemented in the organisation.

Systematising processes makes it possible to gain in productivity and quality, both internally and in the solution delivered to the client. Continuous improvement and the organisation's competitiveness depend on an effective Management System and a trained and committed team that makes a difference in results.

A Quality Management System must be implemented and continuously improved to ensure that the organisation takes into account the requirements of interested parties and increases their satisfaction, and not just to meet the generic and minimum requirements of international standards.

Risk Management in Quality Management

Organisations operate in a business environment in which business uncertainty often prevails, whether this is driven by internal or external issues. The various risks to which they are subject can lead to deviations in the different organisational objectives, with consequent losses for the business.

By identifying risks, the organisation prepares itself to respond promptly, minimising both the likelihood of their occurrence and the consequences they may have, and defining and adapting measures to the organisation's impacts and strategies.

This preventative approach allows for a more rational allocation of resources, including the costs associated with the solutions necessary for the smooth running of the organisation's activities.

On the other hand, risk management enables the identification of opportunities, which can and should be addressed by the organisation, as they support the continuous improvement of its performance.

Risk management guarantees that the organisation will be prepared for most of the unforeseen events that may occur within the business, seeking to prevent them from negatively affecting its activity, its processes, its end product and the quality of the results generated.

Advantages and Benefits of Quality Management

Organisations must be concerned with quality to survive and prosper. As well as guaranteeing the quality of products and services provided, which makes it possible to attract new customers and retain existing ones, effective Quality Management can also bring many other benefits to organisations.

Reducing costs due to defects/waste and problem-solving, optimising tasks and managing time effectively make the organisation more efficient and productive, which can generate savings.

Similarly, a prestigious and credible image creates a good reputation for the organisation in the market, which is essential for its long-term success, strength and stability.

World Quality Day: An Opportunity to Raise Awareness

World Quality Day originated in 1990, when the UN (United Nations Organisation) officially established the date, setting the celebrations for the second Thursday in November. Its main objective is to promote reflection and encourage the importance of Quality in the productivity and growth of organisations.

Although the official day was established worldwide by the UN, it is promoted by the CQI (Chartered Quality Institute), the official world body for quality professionals, which has played a key role in spreading Quality and popularising the date.

Every year, the CQI proposes a new specific and guiding theme for the World Quality Day celebrations (which more recently became Quality Week), to help develop the celebrations and bring relevant issues to the fore.

For 2023, the proposed theme was "Quality: Realizing Your Competitive Potential”. The idea is to work on issues related to productivity and the results of the Quality Management System in organisations.

Despite the suggested theme, organisations can and should choose to work on subjects that best suit their reality, taking into account their context and strategy. The most important thing is to take the opportunity to talk about Quality within the organisation, to promote reflection, and involvement and to raise people's awareness of the importance of Quality, thus strengthening the Organisation's Quality Culture.