Quality Focus Management
Introduction: Processes are the fundamental building blocks of all organisations, and both process understanding and process improvement form the lifeblood of total quality organisations. Processes transform inputs, which can include actions, methods and operations, into outputs. They are the steps by which we add value, and it should be the aim of customer focused, total quality organisations, for these outputs to satisfy or exceed the needs and expectations of their customers. Everything we do is a process, whether it is documented or not, and in each area or function of an organisation there are many processes taking place. These processes interact with other processes throughout an organisation, as outputs from one process form the inputs to another. Each process is a part of a larger process and organisations large and small can be seen as complex networks of interconnecting processes, the highest level being the organisation itself. Whereas the outputs of an organisation go to its “external customers", the outputs of internal processes of the organisation go to “internal customers”. If the needs and expectations of each internal and external customer are consistently met or exceeded, then it can be said that it is “quality focus management”.