(
课件网) Chapter 7 Customer Driven Quality and QMS Introduction Learning Objectives Quality and its Relevance to CRM Understanding Customer-Driven Quality Quality Management Quality Policy Quality Objectives Quality Management System Quality Management System Standards Quality Management System Principles Quality System Documentation Implementation of Quality Management System Recap Chapter 7 Customer Driven Quality and QMS After going through this chapter, the students will be able to: Understand the concept of Quality and Quality Management Understand concept of Continual Improvement Explain Quality Management Systems (QMS) and its relevance to CRM Understand the QMS and its implementation Learning Objectives CRM cannot be implemented without implementation of quality management system in the organization. When we talk of quality, it can be in different prospective and context. We may focus of quality of product, quality of service, quality of a process or quality of the complete system. In this Unit we shall understand the concept of quality and examine how quality can be managed. Historically quality has been managed through inspections. But inspections like any audit are the postmortem and therefore have its own limitations. Introduction Organizations adopted the concepts like Quality Control, Quality Assurance and Total Quality Management to effectively improve the quality of product. Now it has been established that quality can be managed by improving the quality of the complete system instead of particular product. If the quality of the system is improved, then the product and services, which are outcome of the system, will automatically improve. Introduction (Contd.) ‘When you're out of quality, …….. you're out of business.’ Quality and its Relevance to CRM No CRM system will serve any purpose without focus on quality of product and service. Proactive organizations are now taking more comprehensive and innovative approach to quality management. The organizations have understood that CRM is the tool to generate and maintain relations and the quality of product/service is the core of this relationship. Quality and its Relevance to CRM Customer-Driven Quality “Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.” - William A. Foster Quality Management Quality Management involves all the activities of the overall management function that determine the quality policy and objectives of the organization and implement them by means of quality planning, quality control, quality improvement and quality assurance within the quality management system. Quality Management Quality policy is the explicit statement of the company showing its intention with regards to quality. It is formally announced by the top management, however it should be formed with the in ... ...
