Exceeding the 99,9 percent mark

A quality manager is expected to measure, monitor and maximise a company’s total performance for continuous improvement. AIMEE SHAW investigates

Quality management and total quality management are terms used to describe a business structure, or system, that operates according to the accepted industry standards.

Any business wanting to improve and achieve its objectives would ideally consider a quality management system: a form of maintenance necessary to ensure credibility for customer confidence and continual use.

A quality management system ensures and maximises quality for continual improvement and sustainability of a business. The procedures aim to increase business credibility by management of a system’s operational, organisational and financial elements.

According to the website, Quality Management System Education and Resources: “A manufacturer making a product that performs only 99,9 percent of the time as expected, will continuously lose one-tenth of its market share if an unhappy customer is not properly appeased when there is an issue.”

A company will be able to guarantee product and service quality by ensuring its system conforms to the ISO 9 000 family of international quality standards, which recognises systematic approaches for effective quality system management. It creates a strong foundation from which to work.

Quality managers oversee the entire production process, and must be familiar with accepted procedures relating to internal and external customer feedback. Quality auditors are referred to as the “internal customers” and will measure and test products for maximum improvement.

Quality managers are responsible for all aspects of the process, from implementation and development to delivery and feedback. In addition, they manage, analyse and detect underlying issues, while looking for areas of improvement that will maximise profitability. The role of the quality manager is to inspect, test and review processes by utilising technical recordings, observations and distribution of statistical information.

According to an article written by Isin Akyar, entitled: Standard operating procedures: What are they good for, and listed on the website Intech: “Operational results such as revenue, export, profitability and market share are among the benefits of implementing a management system.” Akyar has undertaken extensive studies on quality control and adds that a management system ensures process alignment for total improvement of results.

It is beneficial for a quality manager to have a bachelor’s or postgraduate degree in business management, quality management, or business studies. A Masters of Business Administration (MBA) in project management is an option for further study.

A technical background, or equivalent work experience in quality management, could be acceptable qualifications. Experience is evident through demonstrated ability in leadership and an ability to run quality programmes.

A quality manager should be self-motivated with excellent communication and interpersonal skills. He or she would need to work closely with the internal and external processes to ensure product or service efficiency.

To become a quality manager, it is crucial to be highly skilled, qualified or experienced and to have the correct attitude and profile.

A quality management system is important in that it aims to avoid a product or service defect, by combining its people, processes and technology for optimal functionality. The role of the quality manager is to improve the internal and external structures of a business for effective market competency.