Quality management:
Definition and tasks

Quality management is far more than just a tool for complying with standards - it is a strategic success factor. Companies that establish QM as an integral part of their culture create a basis for sustainable growth, innovation and customer satisfaction. In view of the rapid developments in technology and society, QM will continue to play a key role in making companies successful in a dynamic world.

QUALITY MANAGEMENT - DEFINITION

Quality management (QM) refers to the entirety of organisational measures, processes and strategies aimed at ensuring and continuously improving the quality of products, services and internal processes and meeting the requirements of customers, legal regulations and other stakeholders.

It encompasses the planning, control and monitoring of quality as well as the implementation of mechanisms that enable continuous improvement. The main objective of quality management is to avoid errors, increase efficiency, maximise customer satisfaction and create sustainable competitive advantages.

THE IMPORTANCE OF QUALITY MANAGEMENT

THE BASIC PRINCIPLES OF QUALITY MANAGEMENT

The basic principles of quality management are universal guidelines that help organisations to achieve and maintain high quality in products, services and processes. These principles are based on the ISO 9001 standards and form the basis for an effective quality management system. They are:

1. CUSTOMER FOCUS

The customer is at the centre of all quality management activities. Organisations should understand, meet and ideally exceed the needs and expectations of their customers. Customer satisfaction is a key measure of quality.

2. LEADERSHIP AND COMMITMENT OF MANAGERS

Managers are responsible for creating a clear vision and direction for the organisation. Their commitment and role model behaviour are critical to establishing a strong quality culture. They foster a working environment that prioritises quality.

3. EMPLOYEE INVOLVEMENT

Employees at all levels play an essential role in quality management. Their commitment, expertise and active participation contribute significantly to the achievement of quality objectives. A culture of co-operation and recognition promotes this involvement.

4. PROCESS-ORIENTATED APPROACH

The organisation should view and manage activities and resources as interrelated processes in order to achieve more efficient and consistent results. The focus is on optimising the entire value chain.

5. CONTINUOUS IMPROVEMENT

Quality is a dynamic state. Organisations should follow a systematic approach to continuously improve their products, services and processes. The PDCA cycle (Plan-Do-Check-Act) is a proven tool for this.

6. FACT-BASED DECISION-MAKING

Decisions should be based on reliable data and analyses, not on assumptions. A fact-based approach helps to make better and more objective decisions and minimise risks.

7. RELATIONSHIP MANAGEMENT

An organisation is part of a network of relationships, especially with suppliers and partners. Good cooperation in the supply chain and with other stakeholders helps to optimise the entire value chain.

THE TOOLS OF QUALITY MANAGEMENT

Quality management tools are methods and techniques that support organisations in systematically planning, monitoring and continuously improving quality. These tools help to identify errors, optimise processes and make decisions. They can be divided into classic quality tools and more modern approaches.

1. THE SEVEN CLASSIC QUALITY TOOLS

These basic tools are often used as part of operational quality management:

• Ishikawa diagram (fishbone diagram)
  Identifies and analyses the possible causes of a problem by visualising the relationships between cause and effect.
• Histogram
  Shows the distribution of data to recognise patterns, deviations and trends.
• Pareto diagram
  Uses the 80/20 rule to prioritise the most important causes of a problem (80% of problems stem from 20% of causes).
• Control charts
  Monitor the stability of processes and help to distinguish systematic from random deviations.
• Flowchart
  Visualises processes and procedures to identify weak points and potential for optimisation.
• Scatter diagram
  Analyses relationships between two variables and shows whether there is a correlation.
• Error summary list
  A structured method for collecting and analysing data on errors or deviations.

2. MODERN TOOLS AND APPROACHES

In addition to the classic methods, there are more advanced and specialised tools for more complex requirements:

• Six Sigma
  A data-based approach to process improvement based on statistical analyses and the reduction of errors.
• FMEA (Failure Mode and Effects Analysis)
  Identifies potential errors, assesses their impact and initiates measures to minimise risk.
• PDCA cycle (Plan-Do-Check-Act)
  A model for continuous improvement that includes step-by-step planning, implementation, review and adjustment.
• SPC (Statistical Process Control)
  Uses statistical methods to monitor and control process performance.
• Kaizen
  A Japanese approach aimed at continuous, incremental improvement throughout the organisation.
• Benchmarking
  Compares processes, products or services with the best practices of other organisations in order to identify weaknesses and opportunities for improvement.
• QFD (Quality Function Deployment)
  Translates customer requirements into technical requirements and thus enables the development of customer-centred products.
• 5S method
  A systematic method for workplace organisation that increases efficiency and quality: sorting, systematising, cleaning, standardising, self-discipline.

3. DIGITAL TOOLS IN QUALITY MANAGEMENT

With digitalisation, QM tools have also evolved:

• Big Data and Analytics
  Analyse large amounts of data to identify patterns and deviations.
• Artificial intelligence (AI)
  Automates processes and improves decision-making through machine learning.
• Quality management software (QMS)
  Integrates various QM functions such as document management, audit planning, process control and reporting.

ADVANTAGES AND DISADVANTAGES OF QUALITY MANAGEMENT

Quality management (QM) offers numerous advantages, but also brings with it some challenges and potential disadvantages. Here is an overview of the main advantages and disadvantages:

ADVANTAGES OF QUALITY MANAGEMENT

• Increased customer satisfaction
  QM ensures that products and services meet or exceed customer requirements. This strengthens customer loyalty and promotes brand reputation.
• Error reduction and cost reduction
  By identifying and eliminating sources of error, production costs, rework and rejects can be significantly reduced.
• Improved efficiency and productivity
  Optimised processes, standardised procedures and clear structures contribute to higher productivity and more efficient use of resources.
• Better decision-making
  A data and fact-based approach enables well-founded decisions and helps to better manage risks.
• Competitive advantages
  Good quality management strengthens the market position, as customers favour high-quality and reliable products.
• Promoting employee participation
  QM systems such as Kaizen and continuous improvement (CIP) actively involve employees and increase their motivation.
• Compliance with legal requirements
  QM helps companies to comply with legal and regulatory requirements, which minimises legal risks.
• Sustainability and environmental friendliness
  Process optimisation can conserve resources and reduce environmental impact (e.g. ISO 50001 Energy Management).

DISADVANTAGES OF QUALITY MANAGEMENT

• High implementation costs
  The introduction of a QM system (e.g. ISO 9001) requires considerable resources in the form of time, money and personnel.
• Complexity and bureaucracy
  QM can lead to an additional administrative burden if processes are formalised too much.
• Costs for certification and audits
  External certification and regular audits can be costly, especially for smaller companies.
• Resistance to change
  Employees and managers may resist new QM processes, as these often require changes to established ways of working.
• Focus on documentation
  An excessive focus on documentation and reporting can lead to the actual purpose of QM - improving quality - taking a back seat.
• Unclear or unrealistic goals
  If QM measures are poorly planned or communicated, they can lead to ineffective results or frustration.
• Dependence on data
  QM systems require accurate and comprehensive data. If this is missing or incorrect, the wrong decisions can be made.
• Possible overload of employees
  Additional requirements, such as attending training courses or implementing new QM measures, can increase the workload.

CHALLENGES AND TRENDS IN QUALITY MANAGEMENT

Quality management faces new challenges in a dynamic world and is constantly evolving to respond to changing market conditions, technological advances and societal expectations. Here are the most important challenges and trends in quality management:

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CHALLENGES IN QUALITY MANAGEMENT

One of the biggest challenges is increasing globalisation. Companies today operate in global supply chains that are more complex and more susceptible to disruption. Uniform quality standards must be implemented worldwide, taking into account cultural and regulatory differences. Added to this is the pressure of ever tougher competition.

The rapid development of new technologies also poses challenges for quality management. Concepts such as Industry 4.0 and the use of artificial intelligence (AI) call for new QM processes, while at the same time high investments in technology and training are required. Customers also have growing demands: they expect flawless, personalised and sustainable products. QM must therefore become more flexible in order to fulfil these high demands. At the same time, resource conservation is becoming increasingly important. Companies are under pressure to act in an ecologically responsible manner, which brings additional complexity to quality management.

Stricter regulatory requirements and industry-specific regulations are also making QM systems increasingly administratively complex. At the same time, digitalisation is increasing the risks of data breaches and cyberattacks, which requires high security standards in QM. Internally, changes are often met with resistance. Employees and managers may resist new technologies or processes, which is why change management strategies and training are essential. Another challenge is the integration of traditional QM methods into agile and dynamic company structures, which are being used more and more frequently.

• Globalisation and competition
  • Global supply chains and markets increase the complexity of QM.
  • Quality standards must be implemented uniformly worldwide, taking into account cultural and regulatory differences.
• Rapid technological changes
  • New technologies such as artificial intelligence (AI) and Industry 4.0 require customised QM processes.
  • The integration of technology into existing systems often involves considerable investment.
• Increasing customer requirements
  • Customers expect more customised, sustainable and flawless products.
  • Fulfilling these high expectations requires more flexible and innovative quality approaches.
• Resource conservation and sustainability
  • Companies are under pressure to improve their environmental footprint and operate more sustainably.
  • QM must focus on ecological aspects without jeopardising profitability.
• Regulatory requirements
  • Stricter regulations and industry-specific standards require continuous adjustments to QM systems.
  • Compliance with these regulations can lead to high administrative costs.
• Data protection and cyber security
  • Increasing digitalisation increases the risk of data leaks and cyberattacks.
  • QM systems must ensure that processes and data remain protected.
• Resistance to change
  • Employees and managers may resist new QM approaches or technologies.
  • Change requires effective change management and training.
• Integration into agile structures
  • Traditional QM methods do not always fit into agile and dynamic company structures.
  • QM must become more flexible and less bureaucratic.

TRENDS IN QUALITY MANAGEMENT

In addition to these challenges, quality management is also characterised by new trends. Digitalisation offers immense potential, particularly through big data, the Internet of Things (IoT) and artificial intelligence (AI). These technologies enable more precise monitoring, automatic error detection and process optimisation. AI-based tools even allow quality trends to be predicted and problems to be rectified before they occur. Sustainability is also becoming a central focus.

Ecological and social responsibility are increasingly being incorporated into QM systems, for example through life cycle assessments and life cycle analyses.

Another trend is a stronger customer focus. QM is increasingly geared towards individual customer needs, which requires customised products and services. At the same time, quality management is becoming more agile. Iterative processes and faster feedback cycles make it possible to react more quickly to changes. Virtual audits and remote quality management are also on the rise, as many companies are increasingly focussing on remote working. Modern tools such as cloud systems and video conferencing facilitate these processes.

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• Digitalisation and Industry 4.0
  • The use of sensors, big data and the Internet of Things (IoT) enables more precise monitoring and control of processes.
  • Automated systems improve error detection and process optimisation.
• Artificial intelligence (AI) and machine learning
  • AI-based tools analyse large amounts of data to identify quality trends and make predictions.
  • Predictive analytics is used to prevent errors before they occur.
• Sustainability-orientated QM
  • Sustainability is increasingly being integrated into QM systems to ensure environmental and social responsibility.
  • Life cycle assessments, life cycle analyses and the circular economy are becoming increasingly important.
• Customer focus and personalisation
  • QM is becoming more focussed on individual customer needs.
  • Customised products and services require flexible QM approaches.
• Agile quality management
  • QM systems are becoming more agile in order to be able to react more quickly to market changes.
  • Iterative processes and faster feedback cycles are integrated into the QM approach.
• Integration of QM into corporate strategy
  • QM is increasingly seen as a strategic tool that contributes directly to value creation.
  • It is established as part of the corporate culture.
• Virtual audits and remote QM
  • With the increase in working from home and remote working, audits and inspections are being digitalised.
  • Tools such as video conferencing and cloud systems enable remote QM monitoring.
• Focus on employee qualification
  • People remain a central factor in QM.
  • Employee training and education on new technologies and methods take centre stage.

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In conclusion, it can be said that the challenges and trends in quality management reflect the growing complexity and dynamics of the global economy. Companies that adapt to these developments and pursue innovative approaches can increase their competitiveness and remain successful in the long term. Quality management is increasingly developing from a pure control function into a strategic tool for innovation, sustainability and excellence.