The Quality Process

A quality process is based on the belief that a company needs a plan in order to provide excellent customer service. The plan includes several related processes and is ongoing.

The Critical Elements in a Quality System

• the needs of the customer (inside and outside an organization) are the priority
• the quality process is supported by all levels of management
• employees have the knowledge and responsibility to improve their work processes and make decisions
• a company's products or services are analyzed and continuously improved

Reflection

Expressions such as "seal of approval" or "stamp of excellence" or "award winning" or "the people's choice" are often used to describe the products or services we use or purchase. In your experience, has the description been accurate?

The Deming Cycle or Universal Sequence

The key to any quality process is the Deming Cycle or the Universal Sequence. Notice that it is never-ending.

Act
Clarify and normalize the change.

Plan
Analyze the process

Check
Check results. Was it effective?

Do
Make the change.