The Impact of Quality
Every business leader says they understand the importance of quality. It is almost a given for any member of an Executive Board to say that quality is front and center of everything they do. If asked, all will say they understand the importance and role of the quality management system (QMS).
We will argue that: (1) quality management is poorly understood within organizations, even within parts of the business tasked with managing it; (2) the role of the QMS has become misunderstood over time and has lost its original purpose; and (3) compliance has been confused with quality, and the true customers of the QMS are now largely forgotten in some organizations.
We seldom pause to reflect how the products we ...
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