Why is quality important?
The essence is actually rather simple. Quality is about meeting the expectations of the customer. In other words, it is not just about making a one-off effort. Customers are becoming more discerning in their expectations all the time. It is essential to exceed these expectations if we are to remain ahead of the competition. It isn’t enough to simply have a system that ensures the quality of our services is consistent; it has to enable our organisation to reach new and higher levels time and again. It is an instrument that our organisation can use to keep improving its services and, as a result, better serve our customers. An additional advantage offered by quality is the reduction in costs, as better process management increases productivity.
A strategic tool
This can only be achieved if quality management is seen as a strategic tool, not just an obligation, when establishing and managing the organisation. If it is perceived as an obligation, it is simply an extra burden that lowers the company’s profitability and efficiency. If, however, it becomes an integral part of the company policy, certification becomes a logical outcome of that policy rather than an annual burden.
Putting the customer first
If we define quality as striving to exceed the customer’s expectations as much as possible, it is logical that the customer comes first. The idea is not to deliver more than is expected by the customer, but to take extra care in meeting the customer’s desires and preferences. All employees are responsible for helping to achieve this. They are the ones who can pick up and interpret the signals issued by the customer.
A good system doesn’t just focus on the organisation that set it up; it also looks at the surrounding environment and is able to integrate the consequences of societal change into the company policy, e.g. in the event of changing values or legislation. To our mind, a good quality system provides support if circumstances render it necessary to make changes to existing procedures. A good system also provides checkpoints for monitoring.
Demands placed on our quality system
Our quality team helps the management board to develop processes and ensure they are complied with, so that:
- we always put the customer first
- the quality process provides insight into the impact of the customer’s expectations on:
- Employee management
- Resource management
- Process management
- Measurability of results
- Which improvement initiatives can be launched and monitored
We ensure that our processes are manageable and effective. We make sure that our employees remain committed, and we support them each day through our quality management procedures – instead of burdening them with additional administrative tasks.