Mary Lourdes Bonnici MBA

  Chapter 10 – Operations Management Part 3 – Quality Management and Continuous Improvement Quality management is one of the most important areas within operations management because even the best-designed process will fail if the output is inconsistent, defective, unreliable or below customer expectations. In Part 2, we explored operations strategy and process design. Once an organisation has designed its processes, the next challenge is ensuring those processes consistently produce high-quality outcomes. This is where quality management and continuous improvement become essential. In simple terms, process design explains how work should be done , while quality management ensures that the work is done well, consistently and with ongoing improvement . Organisations that focus on quality do not only reduce mistakes. They also improve customer satisfaction, increase efficiency, strengthen reputation and create a culture of learning and excellence. This lesson explains the meaning...