The quality management (square meter) is a subrange of the functional management with the goal of the optimization of operational sequences or of business processes under the consideration of material and temporal contingents as well as the quality receipt of products and/or services and their advancement. Here of importance are for instance the optimization of communication structures, professional solution strategies, the preservation or increase of the satisfaction of customers or clients as well as the motivation of the staff, the standardisations of certain action and working processes, standards for products or achievements, documentations, vocational further training, equipment and organization of work spaces.

General information

Square meter is to guarantee that quality interests in the management take them being entitled place. Quality refers thereby both to the marketed products and services and to the internal processes of the enterprise and is defined as the measure, in which the regarded product or the regarded process meets the requirements. In addition, these requirements can be explicitly defined, them can implicitly be presupposed (expectations). Quality is the extent at agreement of requirements (formulated explicit) and expectations (does not formulate explicit). In the course of the time then the requirements become to expectations.

Many quality management systems undertake also the attempt to make the management processes of an enterprise objectively assessable. Two fundamentally different beginnings are to be differentiated:

A) Certify-cash standards with defined minimum requirements to an effective quality management system, e.g. the EN ISO 9001:2000 (standard version of 12/2000), which is evaluated by audits.

b) Self evaluation of the own square meter system and Benchmarking between competitors at a quality price, e.g. the European quality Award (EFQM European Foundation for quality management) (economics), which Speyerer quality competition (for the public sector) - or the Ludwig Erhard price for administrations and the free economy with high political reputation, within whose the effectiveness of the quality management systems in the competition are compared with one another.

The most well-known quality management systems are the EFQM - concept as well as the ISO 9000, which have both substantial Schnittmengen in process orientation. The EFQM concept is European aligned and made possible likewise thereby a certificate by AUDI gate - like that the EN ISO. The EFQM concept is contrary to ISO standard a competition model, which aims at not the fulfilment of defaults, but the direct responsibility in the evaluation. Central request of the EFQM concept is the constant improvement by means of innovation and learning in all parts of the enterprise and in co-operation with other EFQM users. The EFQM concept orients itself constantly at world-best conversions, so that it can possible never for an enterprise be attained the maximum score. There is thus in the comparison to ISO standard a larger motivation for further improvements.

To mark critically it is that only externally it audited and certified quality management procedure objective criteria withstands, there during a self evaluation in favor of the own situation (even) is often evaluated (see also external evaluation).

Certificates issued by Auditoren/Assessoren for example the EFQM with their three possible certificates put therefore an emphasis on (external) audits in place of self evaluations.

W. Edward Deming, one the founder of the modern quality thought, anyhow considered quality management systems innocuous. In the American area being based the "“on the US quality price "“Baldrige Award Baldrige"”"” occupies - share index a long-term competition advantage of the price winners. The winners and thus the index composition change annually. One cannot close thus on the durable success of an individual enterprise.

In ever more industries, as for example in air and space travel, the medical technology, medicament production or food production, quality management is mandatorily and also legally prescribed.

Historical development

Task of management

In the square meter as task of management become

• Quality politics,
• Goals and
• Verantwortungen

specified. It lies in the interest of the management to lay down clear descriptions otherwise one they can be pulled personally for the damage occurred by the product for responsibility.

Components

The quality management consists of

• Quality specification
• Quality steering
• Quality assurance
• Quality inspection

Standard

Newer quality standards like e.g. TS 16949 orient themselves more strongly to that for a long time admitted and founded methods of the founders of the industriellen of quality thought (W. Edward Deming, walter A. Shewhart).

There is a set of standards, which serve as frameworks or partly even than obligating default for the establishment quality management of a system.

A further important and comprehensive instrument of the quality management is the EFQM model for Business Excellence, which can be applied also to all service and to social mechanisms.

With this beginning the quality management orients itself at the business processes. That is called it takes up the processes in an enterprise and tries these to optimize. A goal of the optimization is a higher quality of the product in the sense of the use, i.e. in the sense of a customer orientation.

Automatic control loop of the quality management

Great importance is attached to the continuous improvement of the processes. Experiences from it flow again back into planning, so that an automatic control loop (Demingkreis) develops:

• Quality specification - an actual condition is determined and the basic conditions for the quality management is specified. Afterwards concepts and expirations are compiled.
• Quality steering - the results won in the plan phase are converted (QFD, FMEA).
• Quality assurance - evaluating qualitative and quantitative quality information (views of cost use, examine from made acceptance).
• Quality improvement - from previous phase won information is used for structure improvement measures and process optimization. Successes and results are communicated.

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