Why Build a Quality Management System?
A business management system needs a quality management system built to make customers happy.
Every company already has a business management system they use to deliver products or services. If you want to be a more profitable business, you need to continually create a better management system.
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It took a long time to understand why a business in the same market did better than other businesses. Every one thought it was due to better marketing, or access to more capital. But it was not. It was simply that one business had products that better suited customer needs. The best product always gains most market share and makes the biggest profits. Which is why a business management system needs a quality management system that improves their products.
The best product or service always wins. You do not need to be first with a product or service into the market to own the market. Provide the best customer-centric product or service in your industry and the buyers in the marketplace will make sure that you dominate that market. That is the real purpose of a business management system — to build a business that systematically discovers and gives customers what they want.
People know value when they see it. We tell friends and strangers when we are happy with our purchase. We also tell them in droves when we are unhappy with what we got. Length of time in the market and first to market means nothing if your products do not benefit the customer more than those of your competitors.
An example is Toyota passenger cars; they took the US car market from USA auto makers because their products better suited the customer. They were cheaper, yet more reliable and safer. They were better appointed inside with features useful to the driver.
When you build a business, build it to be the best — it is the only strategy that guarantees your future success.
A BUSINESS MANAGEMENT SYSTEM FOR LASTING SUCCESS
To become the best business, and remain the best business, needs a business management system to deliver the best customer-focused products and services for the marketplace. You need to build a system-for-success in your business. In fact, your business has to become the system-for-success.
In the Collins English Dictionary the word System means: a group or combination of interrelated, interdependent, or interacting elements forming a collective entity.
A system has particular characteristics. Wikipedia imbues a system with the characteristics of structure (made of interrelated parts), behavior (it uses processes to get an outcome), and interconnectivity (there is a relationship between parts and processes).
A human being is a system of flesh, muscle, bone and mind. A machine is a system of parts and controls. Traffic lights are a system of sensors, cultured lights, and electronics. Earth is a system of land, water, air, life, and sunlight.
There are lifeless systems and there are alive systems. Lifeless systems have no internal capacity to survive alone. Cars and traffic lights are lifeless systems—they never change their behavior. They are not self-sustaining and not self-improving.
Humans and the Earth are alive systems—they look after themselves and exist by their own efforts. They can change the outcomes.
An alive business system learns and improves. It adopts better answers and adapts its behavior to make better outcomes. To be the best business in the marketplace you need a business management system that is alive. Your business has to become a system to create better outcomes for your customers.
For a business to flourish it needs to be more than a collection of people, processes and physical assets. It needs to come alive as a system-of-business. Its people, physical assets and processes become an interconnected structure that behaves to optimize the long-term performance and capability of the organization to make products or services which best satisfy their customers. That is the exact purpose of a quality management system.
A QUALITY MANAGEMENT SYSTEM FOR CUSTOMER SATISFACTION
If your business is to survive in the marketplace it needs to grow and evolve in a planned way to become a system. To dominate your market the business system needs to produce products and services that suit customers’ needs. You will need a methodology to manage and evolve your business system and its products. That methodology is your quality management system.
You use a quality management system to learn where, and to understand how, to change your business management system into one which makes products that deliver better outcomes for customers.
CREATING AN ‘ALIVE’ BUSINESS MANAGEMENT SYSTEM FOR YOUR ORGANIZATION
Every business is already a system-of-business. A few are brilliant business systems that create dominant products and services. Did they get to be so good by accident, or where they designed to deliver great outcomes?
We know the necessary characteristics an alive business system must have: components correctly structured; processes that deliver desired outcomes; beneficial internal relationships; ability to change to better behavior; and be fully self-sustaining.
A system-of-business needs to be designed to work properly. Designing a business system requires a business design process and methodology that puts life into a business.
You must choose your business design method wisely. It is easy to create a business system with processes, assets and people. It is very much harder to build a business system that is alive, that improves itself until it is the best at making and delivering the best products.
If you manage an industrial operation, take a look at a business system design methodology that you can use to build an alive business—The Plant and Equipment Wellness Way System-of-Success.
My best regards to you,
Mike Sondalini
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