It goes without saying that we have implemented a professional quality management system in our company.
Quality management (QM) refers to all organizational measures that serve to improve process quality, services and thus products of any kind. In QM, the term services covers services, but goes beyond the usual term and primarily concerns internal organizational services. Quality management is a core task of management. In industries such as aerospace, medical technology, parts of health care, medical rehabilitation or pharmaceutical and food production, a quality management system is mandatory.
The quality management system serves the purpose of increasing the effectiveness and efficiency of a job (quality of work) or of business processes. Material and time requirements must be taken into account, and the quality of the product or service must be maintained or further developed.
Contents are for example the optimization of communication structures, professional solution strategies, the preservation or increase of the satisfaction of customers or clients as well as the motivation of the staff, the standardization of certain action and work processes, standards for products or services, documentations, vocational training, equipment and design of work rooms.
In the design of work processes in our company, quality management should ensure that quality concerns take their assigned place. In this context, quality refers both to the marketed products and services and to the internal processes of the organization and is defined as the extent to which the product or process under consideration meets the requirements. These requirements may be explicitly defined, but they may also be implicitly assumed (expectations).
Many quality management models attempt to make processes objectively assessable. Two fundamentally different approaches can be distinguished:
Certifiable standards with defined minimum requirements for an effective quality management system, for example EN ISO 9001, which are evaluated by audits.
Self-assessment of one's own quality management system and benchmarking between competitors for a quality prize, for example the EFQM Excellence Award of the European Foundation for Quality Management (business), the Speyer Quality Competition (for the public sector) or the Ludwig Erhard Prize, the German prize based on the rules of EFQM with a high political standing, within which the effectiveness of competing quality management systems is compared.
In QM as a management task are defined:
- Quality policy
It is in the interest of the management to set down clear descriptions, otherwise it can be held personally responsible for the damage caused by the product.
Great importance is attached to the continuous improvement of processes. Experiences from this flow back into the planning, so that a control loop (deming loop) is created:
Quality planning - an actual state is determined and the framework conditions for quality management are established. Concepts and processes are then developed.
Quality control - the results obtained in the planning phase are implemented .
Quality assurance - evaluation of qualitative and quantitative quality information (cost-benefit considerations, verification of assumptions made).
Quality gain - information gained from previous phase is used for structural improvement measures and process optimization. Successes and results are communicated.
In order to meet these high requirements, all employees in our company receive regular internal and external training.