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Systematic approach to planning, controlling and improving products, processes and services to ensure customer satisfaction and compliance.
Quality management is a systematic approach to planning, controlling and continuously improving products, processes and services across an organization. It combines strategic directives, operational controls and metrics to ensure customer satisfaction and regulatory compliance. Common practices include process control, audits, KPIs and corrective actions. It applies across teams.
Number of defects per production unit or lines of code to assess product quality.
Percentage of products/processes meeting requirements without rework.
Measurement of satisfaction as indicator for perceived quality.
A manufacturing company implements processes, documentation and audits to achieve certification.
Automated tests and metrics are used as release criteria before deployments.
A healthcare provider establishes metrics, audits and trainings to improve patient safety.
Analyze current state and define scope
Document processes, define metrics and clarify responsibilities
Implement controls, audits and measurement systems
Establish continuous improvement and monitor effectiveness