How do you measure and monitor quality performance in your business?

1 Define your quality goals and standards

The first step in applying quality management principles is to define what quality means for your business and how you will measure and monitor it. You need to identify the needs and requirements of your customers and stakeholders, as well as the legal and regulatory standards that apply to your industry. You also need to establish clear and realistic quality objectives and criteria that align with your business strategy and vision. These will serve as the basis for your quality management system, a set of policies, procedures, and tools that guide your quality efforts.

2 Implement quality control and assurance

The next step is to implement quality control and assurance, the processes that ensure that your products and services meet the defined quality standards and prevent defects and errors. Quality control involves inspecting and testing the outputs and outcomes of your processes, while quality assurance involves checking and improving the inputs and methods of your processes. You can use various tools and techniques for quality control and assurance, such as checklists, audits, reviews, feedback, statistical analysis, and root cause analysis.

3 Monitor and measure quality performance

The third step is to monitor and measure your quality performance, the results and outcomes of your quality management system. You need to collect and analyze data and information that indicate how well you are meeting your quality goals and standards, as well as the satisfaction and loyalty of your customers and stakeholders. You can use various metrics and indicators for quality performance, such as defect rates, customer complaints, customer retention, process efficiency, and profitability.

4 Improve quality continuously

The final step is to improve your quality continuously, the process of identifying and implementing opportunities for enhancing your quality management system and performance. You need to use the data and feedback from your monitoring and measurement activities to identify the gaps and weaknesses in your quality processes and activities, as well as the best practices and innovations that can improve them. You also need to involve and empower your employees, customers, and stakeholders in your improvement efforts, as they are the key sources of ideas and insights for quality improvement. You can use various methods and models for quality improvement, such as the Plan-Do-Check-Act cycle, the Six Sigma methodology, and the Kaizen approach.