Implementing a quality management program ‐ three Cs of success: commitment, culture, cost

Abstract

It has been said sometimes in recent years that “quality assurance is the assurance of quality: quality management is the quality of management”. The key factors of success for the proper implementation of a quality management program in any organization lie within that statement. Quality assurance efforts are directed at activities related to the products and services that are provided; the scope of a quality management program encompasses everyone and all activities. Since management is responsible for directing the activities of the people within the organization, the control of the management process itself is necessary to implement an overall quality program. Managing people consists of more than controlling their activities ‐ management must provide the appropriate leadership in demonstrating its commitment, must foster a culture commensurate with its vision and mission, and must make available the funds for the implementation of the program. Without these aspects in pace, no quality program can withstand the test of time.

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