From processes to people: achieving quality

Performance indicators and quality measurement

The definition and monitoring of performance indicators are key elements in guaranteeing the effectiveness of quality procedures. It is necessary to have reliable tools that enable the impact of the actions implemented to be evaluated in real time. The use of dynamic dashboards provides an overall and up-to-date view of performance. The focus must be on the relevance of the selected indicators so that they truly reflect the areas for improvement and contribute to informed decision-making.

The discussion centred around the challenge of identifying how this can be achieved. In this context, it is essential to define a common understanding of what a quality culture entails.

A quality culture involves building a culture of trust, participation and communication where quality goals are supported by employee participation. The goal is to sustainably produce and improve quality by implementing perspectives from management that involve and affect the entire workforce.

Developing a quality culture requires a long-term commitment and continuous efforts in terms of awareness-raising and training. The involvement of employees and their understanding of the benefits associated with quality are essential to creating an environment conducive to continuous improvement.

Customer complaints or internal feedback should not be regarded as mere criticism, but rather as valuable opportunities to identify areas for improvement and refine internal processes. Establishing an ongoing dialogue with stakeholders helps to strengthen transparency and ensure adherence to quality principles.

To quote one participant: “Complaints are much more valuable for improving your system than five-star reviews”.

Here are some statistics to underline the importance and advantage of adopting a quality culture:

Increased innovation and error reduction 💡⚙️

• Positive organizational culture fosters innovation and customer service, leading to a competitive edge.
• High-quality relationships and psychological safety in the workplace enhance learning from failures, contributing to continuous improvement. 

Establishing a robust quality culture within an organization leads to significant financial benefits. Key statistics highlighting this impact include:

Enhanced Financial Performance 📊💵

• ISO 9001 Certification Benefits: An analysis of 42 studies indicated that organizations implementing ISO 9001 standards experienced enhanced financial performance. Specifically, certified companies achieved a superior return on assets compared to non-certified ones. 

Improved Financial Reporting Quality  📝🔍

• The influence of an organisational culture: A positive organizational culture has been linked to high-quality financial reporting. Studies have found that a collaborative culture is associated with a lower likelihood of reporting material internal control weaknesses, thereby enhancing the accuracy and transparency of financial data. 

In summary, fostering a quality culture not only enhances operational efficiency but also leads to significant financial improvements, including increased profitability and improved financial reporting.