Comment pouvez-vous maintenir la qualité de tous les services de l’entreprise ?

Developing and documenting Standard Operating Procedures (SOPs) is paramount in maintaining quality across all business services. SOPs establish consistent guidelines for tasks, serving as a reference point for employees and aiding in training and onboarding. They include quality control measures, ensuring adherence to standards, and contribute to compliance with regulations. SOPs enhance efficiency, productivity, and risk management by streamlining processes and addressing potential issues. Regularly updated SOPs support continuous improvement, allowing businesses to adapt to changing requirements and deliver high-quality services consistently.

Before defining quality criteria, it is imperative to define the context of the organization. Quality objectives should be specific to the organization and industry in which you operate.

Surely, before you can have quality criteria, there’s other things leadership must do? It’s leadership’s job to ensure a number of things are in place before you can establish criteria.

A QMS is much more than this! A QMS doesn't "also" help identify and eliminate errors, defects and risks. That's the primary purpose! A QMS isn't a "set of polices, procedures and tools at all. That's a very narrow viewpoint. This AI article is as inaccurate as many of the others we keep seeing on LinkedIn. What’s the purpose? Hoping that experts correct the machine learning?

Once again AI misses the point. Training makes people dangerous, that’s all. Does an organization want people who act like they just finished driver’s ed? One hopes not…

One thing I found helpful is to realize that there is direct quality and indirect quality. You need both. Direct quality needs to be incoporated into the day to day activities of all business services. Things like Peer Reviews, Design Reviews, Program Reviews, or any other checks that makes sure the day to day activities are producing the desired outcomes. Indirect quality comes in the form of audits or assessments. This should be conducted by someone who is not doing the day to day activities. It is another set of eyes looking at the same outputs to make sure everything meets a high standard. By having both in place, you can maintain quality across all business services.

Incorporate your quality management system into a business management system. Make how you do business all about quality. Don't just leave the responsibility to your Quality Assurance and Quality Control departments. Make Quality everyone's responsibility.

Just ask one important question. Which part of your business would you be most comfortable leaving it to ramshackle, up in the air, juggling the details and customer experience’s to random chance? If you enjoy on the edge of your seat Adrenalin fueled frightening moment by moment fireworks…then by all means leave your business alone and spend your time wondering…what‘s next?