Definition
Quality management (abbreviated: QM) encompasses all measures that lead to the planning, control and improvement of processes, based on predefined requirements. DIN EN ISO 9000 ff. is the most widely used standard for this worldwide. It covers terms, principles and standards for an effective QM system.
Principles according to ISO 9000:
- Customer focus
- Leadership
- Engagement of people
- Process-oriented approach
- (Continuous) improvement
- Evidence-based decision-making
- Relationship management
To monitor these principles, there are quality managers, management representatives or a QM department, which is responsible for the monitoring of process flows, the creation of analyses and reports and the execution of audits within a company. In addition, internal consulting, further development of the QM system and the maintenance of QM documentation, as well as the training of employees belong to their tasks.