Like the previous explanation that the quality is very important for an organization, therefore we need a good quality management that can be achieved by an organization. Management is often referred to as quality management. As with quality, quality management also has some sense. According to Ishikawa in M. N. Nasution (2001), quality management is a combination of all management functions, all part of a company and all the people into the holistic philosophy that builds upon the concept of quality, teamwork, productivity, and customer satisfaction.
Another definition says that quality management is a system that elevates the quality of management as a business strategy-oriented and customer satisfaction by involving all members of the organization. Quality management is a management system that focuses on the people / employees.
From the definition above can be concluded that quality management is a combination of all management functions are built on the concept of quality and customer satisfaction oriented.
Quality management is of three main elements, as stated by M. N. Nasution (2001) as follows:
1) The strategy of customer value
1) The strategy of customer value
Customer value is something to be gained customers for the use of goods / services produced by the company and the customer sacrifice to obtain it. This strategy is a business plan to deliver value to customers, including product characteristics, how to delivery, service, and so on.
2) an organizational system
Organizational system focuses on providing value to customers. The system includes labor, materials, machines, methods of operation and execution of work, work process flow, information flow and decision making.
3) continuous quality improvement
Improving the quality necessary to face the ever-changing external environment, particularly changes in customer tastes. This concept requires a commitment to continuous product quality testing, will be able to satisfy customers.
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