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Process Quality Management: 8 principles to put into practice

Process Quality Management: 8 principles to put into practice

July 28, 2021

Continuously improving the work of a company, in order to establish excellence as a business standard, is the objective of process quality management. It is a set of procedures that directly help in the growth of an organization.

In the past, there were eight management principles. However, ISO 9001:2015 changed the number to seven — although the goal of business improvement remains the same.

To help you better understand the subject, we’ll introduce you to the eight original principles of process quality management. Read on and find out how to implement them in your company!

8 principles of process quality management to put into practice

Check out 8 principles of process quality management that can be put into practice in your company, ensuring better efficiency in internal actions. Read on and see more about each of them below.

1. Process approach

This principle of quality management values ​​the good management of processes, showing them as effective tools for interaction between departments in a company. In other words, it is the correct approach to work that directly impacts the business, based on the study of the organization’s inputs and outputs.

When you have control over this macro vision, it is easier to identify and work around negative situations, in addition to setting goals within the company’s reality. Without this concept, many managers work on wrong decisions, bringing more instability than security to the business.

2. Continuous improvement

The qualification of the services offered can only happen if there is a vision of continuous improvement implemented in the company. However, this care should not be limited to buying new tools and structuring them in isolated points: the secret is to adapt and grow in a uniform way, that is, to set the goal for everyone.

Improving the performance of managers, boosting the performance of employees and qualifying customer service make up a great wave of progress, which must pass through all hierarchical departments of the company. Its apex is communication with the consumer.

The result of this is greater engagement on the part of managers and employees. There is also a stronger presence of the company in the market — which becomes more competitive every year.

3. Factual approach

As the name implies, we are talking about decisions made based on reliable facts, figures and information. It is one of the most basic concepts, which should be included in the booklet of any entrepreneur or manager: working on logical analysis. This principle favors the organization and efficiency of processes, since it reduces the probability of impulsive actions based on guesswork.

The factual approach is also of great importance in the matter of personnel management. Making decisions within a logical reality, the manager demonstrates greater security to employees, leaving them more confident to carry out their tasks.

However, it is worth noting that, in principle, every command is based on an analysis of secure data and well-defined processes. Any approach outside that context is no longer factual.

4. People involvement

No company can solidify and expand its business without the effective participation of employees. The involvement of staff is essential for planning to be successful.

The concept raised in this principle is precisely the need for differentiated work with employees, capable of extracting the best skills from each one. It is not just about offering good salaries or rewards: the issue involves daily practices, with the objective of transforming the organizational climate and facilitating the discovery of positive points or the correction of flaws among professionals.

5. Leadership in process quality management

This discussion is still common in many companies, but it should be a clear idea for managers. A leader and a boss can occupy the same position, but there is a big difference in the behavior and impact of each one on the collaborators.

The professional who is limited to the figure of a boss will apply the necessary orders, offer the tools and wait for the results to happen. A leader, in the same position, will do all of this, but he will lead his followers by example, will walk together with others and will be a natural motivator for the team.

Also, the leader is proactive. It is about someone who is always confident and willing to do better every day, inspiring everyone’s work in pursuit of the established goals.

6. Systemic approach to management

The systemic approach to management is a direct complement to the “process approach”, that is, a work aimed at integrating the activities of all sectors of the company. It is the concept that a department’s process has direct and indirect effects on others.

In this sense, the manager needs to identify them in order to promote a general improvement and streamline the work routine of all teams. This should involve all areas, such as:

  • attendance;
  • suppliers;
  • associates and partners.

Furthermore, as explained above, the strategy is efficient in identifying bottlenecks, avoiding losses and, consequently, increasing profits.

7. Beneficial relationship with suppliers

A company is only strong when it maintains a good relationship with its partners. The idea that suppliers are expendable should be completely disregarded. Therefore, quality management is directly related to the treatment offered to them.

The relationship must be one of complicity and beneficial to both sides. The benefits of a posture that respects this philosophy are numerous, ranging from competitive advantage and cost reduction with better negotiations to the development of more effective marketing strategies.

8. Focus on the customer

A company’s greatest treasure is the customer. Without it, no business remains sustainable for a long period. There are no intermediates or shortcuts: the consumer must always be the main focus. Therefore, there is no way to apply improvements without paying attention to who consumes your products or services. Here, the manager needs to understand the demands and identify the consumer’s expectations towards the company.

There must be a predisposition to change and a drive to exceed expectations. It’s not enough just to know the customer — you have to work in a way that meets their needs.

Importance of process quality management

Quality process management is essential to have a systemic view of the organization. From it, it is possible to look at the processes in a global way, managing to identify the role of each one of them for the organization as a whole, making an organizational diagnosis,

In addition, process quality management allows you to monitor what is actually working and what needs to be reviewed, so that your business can achieve maximum efficiency

Quality management for the company also allows you to adapt to the demands of your consumer market, managing to maintain full customer satisfaction, achieving results above expectations.

Other points that demonstrate the importance of process quality management are:

Tools that can be used to improve process quality management

Some tools can be used to improve the quality management of processes, with the aim of facilitating this control and also ensuring greater efficiency in the working practices of your insurance brokerage. See the main ones below.

Cause and Effect Diagram (or Ishikawa Diagram)

Cause and effect diagram for defect XXX

Through it, it is possible to identify the main causes of problems, defects or non-compliance issues in your business’ internal processes. It is very simple to be done:

  • give a full description of the problem;
  • draw a horizontal arrow from left to right, with a rectangle at the far right;
  • write the problem on it;
  • draw diagonal lines on the arrow, both above and below;
  • on the first diagonal near the rectangle, write a possible root cause of the problem;
  • then ask yourself “why does this happen?” and note the answer on the previous diagonal;
  • keep doing this until you reach the probable cause of the problem.

5W1H (Five Ws and How)

This method allows the identification of a series of elements that involve the processes through a series of objective questions, according to the “WH questions” of the English language:

  • What:  what  will be done?
  • How:  how  each action will be taken?
  • Why:  why  should they be performed?
  • Where:  where  will they be performed?
  • When:  when will  each of them be executed?
  • Who:  who  will be responsible for them?

PDCA cycle

Another important process quality management tool is the PDCA cycle. It allows you to track actions from the planning stage, identify what may be going wrong and predict corrective actions, if necessary.

It can also be called “Shewhart’s Cycle” or “Deming’s Cycle”. It is an acronym for the following phases:

  • Plan: study the process and plan its execution;
  • Do: implement what was planned;
  • Check: observe and monitor if everything is going correctly;
  • Act: act in order to correct the weaknesses previously found.

Anyway, now you know what the eight principles of process quality management are and how to apply them in the company. By implementing them, it is possible to give new growth perspectives to the business and optimize not only the activities, but the general routine of the employees. So, review the information presented above and start transforming your business!

Do you have any more questions about this matter? So, leave in our comments and we will respond to you.



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