Authors: Monire Jalili, Kamran Rezaie
Addresses: Systems and Quality V.P. MAPNA Company, P.O. Box 19395/6448, Tehran, Iran; Department of Industrial Engineering, Faculty of Engineering, University of Tehran, P.O. Box 11155-4563, Tehran, Iran. ' Department of Industrial Engineering, Faculty of Engineering, University of Tehran, P.O. Box 11155-4563, Tehran, Iran
Abstract: Top management always desires to discover what the role of quality is to decrease organisational and operational costs and how quality contributes to the organization|s profit. Due to these concerns, issues like quality costing and return on quality become popular among quality professionals. Moreover, the inseparable nature of quality is its strategic importance. If quality initiatives and related quality tools make a strong tie to strategic objectives and business goals, the value of quality can be definitely highlighted for top management and also for gaining competitive advantages. This means that commitment to quality can bring benefit for more profit making and strategy development in the same time. In this paper, a new framework has been proposed based on PDCA approach to deploy quality management principles in order to achieve strategic results with a special focus on financial outcomes. In this framework, eight steps are included in which ISO 10014, strategy maps and balanced scorecard, business key processes and quality costs are the main means to construct the body.
Keywords: strategy map; balanced scorecard; quality management; quality costs; ISO 10014; PDCA; plan-do-check-act; quality standards.
International Journal of Business Excellence, 2010 Vol.3 No.2, pp.226 - 259
Available online: 01 Jan 2010 *Full-text access for editors Access for subscribers Purchase this article Comment on this article