ISO 9000 & AUDITS WORLD CONFERENCE
“Quality Managers - Wake Up!! It Is Up to You to Lead the Journey to Organizational Sustained Success”
Presenter: Dr. Isaac Sheps, Chairman, Central committee for MSS, Standards Institution of Israel, Ramat Hasharon, Israel
Keywords: Organizational Sustained Success, Organization Quality, Quality Managers
There is no doubt that the primary focus of an organization should be on achieving higher satisfaction from customers by implementing rigorous processes to continuously improve the quality of products and services, and this effort is led traditionally by quality managers acting through others in the organization. But in today’s competitive environment this alone is not enough to ensure sustained success. Organizations have to move on from thinking just about product quality, and take their efforts to the next level of organization quality. They can do this by implementing an effective and efficient management system, led by top management and focused on the organization’s ability to meet the needs and expectations of customers as well as all other interested parties. This is the scope of the journey to achieve organizational sustained success. If we acknowledge that all interested parties are customers of an organization with different (sometimes even contradicting) needs and expectations than quality management principles are the fundamentals in our journey to meet them. Therefore, the professionals best fit to lead such a journey are Quality Managers. Interesting enough also the new ISO 9004 guidance standard which is one of the ISO TC176 (the technical committee responsible for quality management) refers to the need to meet needs and expectations of customers and other relevant interested parties. Quality managers should change their job title to Organizational Sustained Success Managers and act accordingly.