chapter  4
16 Pages

Quality and processes

Quality and competitiveness It does not matter which type of organization you work in – a hospital, a university, a bank, an insurance company, local government, an airline, a factory – competition is rife, competition for customers, for students, for patients, for resources, for funds. There are very few people around, in most types of organization, who remain to be convinced that quality is the most important of the competitive weapons. If you doubt that, just look at the way some organizations, even whole industries in certain countries, have used quality to take the heads off their competitors. And they are not only Japanese companies, there are British, American, French, German, Italian, Spanish, Swiss, Swedish ones, and organizations from other countries which have used quality

strategically to win customers, steal business resources or funding, and be competitive. Moreover, attention to quality improves performance in reliability, delivery and price.