Programme Lead, Chris Smith PCQI, asks why manage quality and the value effective quality management has for an organisation.

The effective management of quality not only creates value for an organisation and its stakeholders but also manages its exposure to risk and can make the difference between success and failure.


A properly implemented and effective business management system identifies and manages organisational risks to ensure:

  • The organisation consistently delivers the products and services that customers want, when they want them and to the quality they expect
  • Customer satisfaction and loyalty is improved
  • Organisational goals and objectives are achieved
  • Organisational risk is identified and effectively managed
  • Products, services and the processes that deliver them to customers are continually improved through innovation
  • Waste throughout the organisation is identified and eliminated
  • Partnerships and the supply chain deliver value to the parties involved.

If your business management system is not delivering these benefits then it is underperforming and may need a service.

  • Failure in the quality of your product or service
  • Not identifying trends in customer needs
  • Not meeting customer, legal or industry requirements
  • Your product, service or facilities harming an individual, society or the environment
  • Suppliers compromising your product or service quality, or delivery
  • Losing customer data or property
  • Your product or service becoming too expensive for the target market.

Business management addresses risk by identifying and quantifying the risks, determining the likelihood of occurrence and thus the level of threat and providing appropriate approaches to mitigate these threats. Whether your focus is on improving business efficiency, managing risk or understanding customer needs, the application of the fundamental principles of quality can help.

It has never been more important to manage quality in this unpredictable world with so much out of our control. Therefore, as quality professionals it is paramount take control of quality to ensure that the product, services or facilities meet the customers and or suppliers requirements. This can only be done by proactively listening to the Voice of the Customer and shaping the offering to suit. This aspect will be covered in my next article.

If you’re interested in studying one of our CQI and IRCA Quality Managment courses, you can find out more here.