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Adopting Quality Management For Business Success
Many organizations are taking advantage of quality management methodologies to improve productivity, efficiency and customer satisfaction. These methodologies require employees to perform set tasks and adhere to structured processes involving changes to work habits that can sometimes be disruptive. Familiar, integrated IT tools can streamline tasks and reduce user resistance, enabling organizations to receive the maximum benefits from quality management techniques at a lower risk.
Quality management refers to any systematic, data-driven approach that organizations use to improve operations. Since the mid-1980s, a number of specific methodologies for quality management have emerged, including Six Sigma, ISO, TQM, and others (see sidebar on page 2 for an overview of these methodologies). Although quality management has been traditionally associated with manufacturing or IT, the philosophy of quality management delivers tangible benefits to any process, such as greater cost-control, visibility, and alignment with strategic objectives. Consequently, other industries and departmental groups, from marketing to customer help desks, have adopted quality management techniques as organizations strive to meet the challenges of increasing complexity and competition. Despite the promised benefits, however, many organizations experience challenges when implementing quality management …
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