Are you looking to understand how to implement a quality approach in your company, but don’t know where to start?
Rest assured, AirProcess will guide you through your project!
In this article, you will learn how to achieve your quality objectives:
- 1️⃣ Introduction to the quality approach: understand the importance of quality and its main objectives.
- 2️⃣ Benefits of the quality approach: discover the advantages for your company and your customers’ satisfaction.
- 3️⃣ Available certifications and standards: explore the different certifications and how to obtain them.
- 4️⃣ How to implement your quality approach in 5 steps: learn the practical steps to get started.
- 5️⃣ Project monitoring and evaluation: find out how to continuously monitor and improve your quality approach.
By the end of your reading, you will be able to establish a robust quality policy, improve your internal processes, and obtain the certifications necessary to enhance your credibility in the market.
So, without further delay, let’s start with a clear definition of what a quality approach is.
1) Introduction to the quality approach
a) What is the quality approach and why is it important for you?
The quality approach is a set of procedures and practices aimed at ensuring that your company’s products or services meet quality requirements and your customers’ expectations.
This simple definition helps to understand its importance for businesses!
b) What are the main objectives of a quality approach?
The main objectives of a quality approach include continuous improvement of processes, customer satisfaction, reduction of costs related to non-conformities, and obtaining certifications such as ISO 9001.
For example, in the healthcare sector, an establishment that adopts a quality approach aims to manage and improve the safety of care, reduce nosocomial infections, and increase patient satisfaction through better management of care and procedures.
In a completely different sector like beer production and distribution, the quality approach can both ensure product consistency (taste, acidity, alcohol content, etc.) and eliminate the risk of introducing contaminants during bottling.
c) How can the quality approach improve customer satisfaction?
Ultimately, quality management improves customer satisfaction by ensuring that the products or services provided perfectly meet expectations and quality standards.
Therefore, by implementing rigorous quality control processes, regularly collecting and analyzing customer feedback, and deploying corrective actions, you can increase customer loyalty and satisfaction.
d) Why are ISO standards important in a quality approach?
ISO standards, such as ISO 9001, provide an internationally recognized framework for quality management.
They help you structure your processes, identify and manage risks, and demonstrate your commitment to quality to your customers and partners.
ISO standards also enable the establishment of a continuous improvement approach and the standardization of your processes, which facilitates the integration of new methods and technologies to optimize the quality of your products or services.
2) Benefits of the quality approach
a) What are the benefits of a quality approach for a company?
As you read above, the quality approach offers many benefits.
For example, a manufacturing company can reduce production defects through rigorous quality controls, which results in cost reduction and improved brand reputation.
Moreover, the quality approach promotes innovation and the adoption of best practices, enabling the establishment of a culture of continuous improvement.
b) Why is customer satisfaction a key indicator of success?
Customer satisfaction is a key indicator because it directly reflects the company’s ability to meet customers’ expectations and needs.
Thus, high customer satisfaction translates into loyalty, positive recommendations, and a competitive advantage in the market.
3) Certifications and standards available
a) What are the different quality certifications available?
You can obtain several quality certifications to demonstrate your commitment to excellence and compliance with international standards.
Among the most common is the ISO 9001 certification, which focuses on quality management systems.
There is also ISO 14001 for environmental management systems and ISO 45001 for occupational health and safety management.
Depending on the sector, specific certifications such as ISO 22000 for food safety or ISO 13485 for medical devices may be required.
b) How can you obtain ISO 9001 certification?
To obtain ISO 9001 certification, you must follow several key steps.
First, you need to analyze and document your current processes and identify areas for improvement.
Then, you must implement a quality management system that complies with the requirements of the ISO 9001 standard.
This includes defining quality objectives, training employees, and implementing quality control procedures.
Once these elements are in place, you must conduct an internal audit to verify compliance before contacting an accredited certification body to perform an external audit.
c) What is the difference between ISO 9001 certification and other ISO standards?
ISO 9001 certification focuses on quality management systems and aims to ensure that a company’s products and services meet customer requirements and applicable regulations.
In contrast, ISO 14001 focuses on environmental management and helps you minimize your impact.
ISO 45001, meanwhile, focuses on occupational health and safety management.
Each ISO standard has specific objectives and distinct criteria, tailored to particular aspects of business management.
For example, while ISO 9001 emphasizes the manufacturing process and customer satisfaction, ISO 14001 targets the reduction of waste and pollutant emissions.
d) How to prepare your company for a certification audit?
Start by carrying out an internal audit to identify gaps between your current practices and the requirements of the targeted ISO standard.
Train your employees on the standard’s procedures and ensure all necessary documents are up to date and well organized.
Implement the required corrective actions to address identified gaps.
Then, choose an accredited certification body and schedule the external audit.
4) How to implement your quality approach?
a) What are the first steps?
The first steps begin with a thorough analysis of your existing processes.
Take the time to conduct a precise assessment, identifying the strengths and weaknesses of each of your processes.
Next, you need to define clear, specific, measurable, achievable, realistic, and time-bound objectives (SMART).
For example, reduce manufacturing defects by 10% within one year.
b) How to map your company’s key processes?
You must first identify all essential activities and workflows.
This mapping allows you to visualize the successive steps and the interactions between different processes.
Using tools such as flowcharts or process management software (BPM) like AirProcess can make this task easier.
For example, mapping the customer complaint management process helps identify touchpoints and necessary corrective actions.
c) How to train and raise awareness among teams?
Well, you can organize regular training sessions to explain quality principles, the procedures to follow, and the importance of compliance with standards.
Use interactive workshops and case studies to illustrate concepts and encourage participation.
Thus, you can organize training on the use of BPM tools and problem-solving techniques to involve employees in the continuous improvement process.
d) What are the roles and responsibilities of the quality manager?
The quality manager plays a central role in establishing and maintaining the quality approach.
Their responsibilities include defining quality policies, coordinating internal audits, training employees, and overseeing corrective actions.
They must also ensure compliance with current standards and regulations.
For example, in a manufacturing company, the quality manager must ensure that products meet ISO 9001 requirements and coordinate efforts to obtain and maintain that certification.
5) Project monitoring and evaluation
a) What performance indicators should be monitored?
These indicators include:
- 1️⃣ The non-conformity rate,
- 2️⃣ The complaint processing time,
- 3️⃣ The customer satisfaction rate,
- 4️⃣ The number of internal audits conducted,
- 5️⃣ The cost of corrective actions.
For example, a high customer satisfaction rate may indicate that the improvements made are effective, while an increase in the non-conformity rate could signal issues that need to be addressed.
b) How to carry out internal audits to assess quality?
To carry out internal audits, it is important to follow a structured procedure.
Start by planning the audit by defining objectives, scope, and evaluation criteria.
Then, form an audit team made up of impartial and qualified members.
Use checklists based on applicable quality standards to guide the audit.
Document all observations and non-conformities identified, and prepare a detailed report.
c) What corrective actions should be implemented after an audit?
After an audit, you must implement corrective actions to address the identified non-conformities.
This begins with analyzing the root causes of the problems using techniques such as the 5 Whys or the Ishikawa diagram.
Then, develop a detailed action plan including the measures to be taken, the responsible parties, and implementation deadlines.
d) How to use customer feedback to improve quality?
Customer feedback is a valuable source of information.
Collect feedback regularly through satisfaction surveys, direct comments, and complaint analyses.
Analyze this data to identify trends and areas that need improvement.
Involve customers in the continuous improvement process by informing them of the actions taken in response to their feedback.
e) How to measure the effectiveness of the quality approach?
Measuring the effectiveness of the quality approach involves monitoring and analyzing the KPIs established at the start of the project.
Compare the results obtained with the set objectives to evaluate progress made.
Use tools such as dashboards to visualize performance and facilitate decision-making.
For example, a dashboard could show improvements in non-conformity rates and customer satisfaction, demonstrating the positive impact of corrective actions and continuous improvement initiatives.
6) The 5-step action plan to set up your process
a) Step 1: identify your specific needs
Before embarking on a quality approach, it is essential to fully understand your company’s needs and specificities.
This involves a thorough analysis of current processes, an assessment of weaknesses, and defining the objectives to be achieved.
1) Analyze your current processes
An initial assessment consists of mapping all your existing operational processes.
Note the strengths and weaknesses encountered in order to produce an accurate status report.
2) Define clear objectives
Set specific, measurable, achievable, realistic, and time-bound (SMART) objectives to guide the implementation of your quality approach.
b) Step 2: choose the right tools
Once needs are identified, equip yourself with the necessary tools to improve the management of your processes.
The judicious choice of a BPM software can make the difference.
AirProcess offers several options that can meet the diverse needs of any company.
1) Select a high-performance BPM software
Choose a tool adapted to your needs.
Make sure it offers features such as automated workflow management, report generation, and real-time tracking of performance indicators.
2) Train your teams
Your success also depends on your teams’ buy-in and competence.
Organize training sessions to enable your staff to master the new software and methods used.
c) Step 3: involve all stakeholders
The success of the quality approach largely depends on the involvement of all stakeholders, from top management to frontline employees.
Every team member must feel concerned and engaged in this process.
1) Organize regular meetings
Periodic meetings facilitate internal communication and allow ideas and feedback to be shared.
They also ensure consistent monitoring of the progress of actions undertaken.
2) Motivate through recognition
Recognizing and rewarding efforts encourages motivation and employee engagement.
Set up a bonus or rewards system to encourage best practices.
d) Step 4: monitor and analyze results
In order to measure the effectiveness of your quality approach, regularly track progress using key performance indicators (KPIs).
These metrics will help you evaluate whether the set objectives are being met and adjust actions accordingly.
1) Use dashboards
Set up custom dashboards to track KPIs in real time.
This facilitates data visualization and helps make informed decisions.
2) Adjust actions based on results
Analyze discrepancies between results and objectives.
Make necessary adjustments to correct the situation and continue the improvement.
e) Step 5: maintain the quality approach
The quality approach is not limited to the initial setup; it requires continuous maintenance to ensure lasting improvements.
Maintain a permanent cycle of evaluation and refinement.
1) Encourage continuous improvement
Promote a culture of continuous improvement where everyone constantly seeks to optimize processes.
Organize workshops and training to learn about new methods and available technologies.
2) Conduct internal audits
Regularly perform internal audits to verify the application of procedures and identify potential deviations.
These reviews help anticipate problems and implement solutions quickly.
- 1️⃣ Frequently identify areas for improvement.
- 2️⃣ Track employee feedback and suggestions.
- 3️⃣ Update tools and processes when necessary.
7) How to integrate AirProcess into your quality approach?
AirProcess positions itself as the ideal tool with its no-code features and flexibility.
By integrating AirProcess into your project, you can not only improve your quality processes but also gain efficiency and precision.
Here’s how:
a) Process management and optimization.
Workflow customization: AirProcess allows you to create customized workflows in minutes, enabling you to formalize and optimize your processes.
Each workflow step can be defined, and actors and possible decisions can be configured easily.
For example, in the context of an internal audit, a specific workflow can be implemented to ensure that each step, from preparation to implementation of corrective actions, is properly followed.
Flexible forms: with AirProcess, data collection and processing become simple thanks to flexible forms that adapt to the needs of each process.
Whether for customer satisfaction surveys, complaints, or quality checks, forms can be created and modified by simple drag-and-drop, reducing the time and effort required to meet ISO standard requirements.
b) Quality monitoring and measurement
Performance indicators: AirProcess allows you to define performance indicators (KPIs) and integrate them into custom dashboards.
This enables you to monitor process effectiveness in real time and quickly identify points of non-conformity.
For example, customer satisfaction rates can be monitored and data can be aggregated for in-depth analysis.
Custom views: the platform offers the ability to configure custom views, which makes it easier to organize data and create detailed reports.
These views can be filtered, sorted, and grouped according to specific needs, which is particularly useful for traceability and analysis of audit results or corrective actions.
c) Collaboration and continuous improvement
Instant collaboration: collaboration is a key element of the quality approach.
AirProcess enables instant collaboration between different departments and actors involved in quality processes.
Data can be shared in real time, improving teams’ responsiveness and efficiency.
Continuous improvement: thanks to AirProcess’s integration capabilities and flexibility, processes can be continuously improved.
Thus, you can test new approaches, collect feedback, and adjust your workflows to optimize results.
For example, after a PDCA (Plan-Do-Check-Act) cycle, necessary adjustments can be quickly implemented in the system.
8) Conclusion
Throughout this article, we have explored in detail the quality approach and its importance for companies.
We began by defining what the quality approach is and highlighted its main objectives.
We also discussed concrete benefits, such as reducing operational costs and strengthening the company’s reputation through ISO 9001 certification.
Next, we detailed the different steps to implement a quality approach, including mapping key processes and training teams.
Finally, we examined how to monitor and evaluate the quality approach using performance indicators and internal audits.
Implementing a quality approach is not only a regulatory requirement, but a true lever of competitiveness.
It allows you to optimize processes, reduce errors, and increase customer satisfaction, which translates into better performance.
And you, as a quality manager or company leader, what are the main difficulties you encounter when implementing your quality approach? Do you think tools like AirProcess could make your work easier and improve your results?